PhilippinesFinance and insurance2025 – ongoingBank of the Philippine Islands (BPI)
BEAi, an in-house generative AI assistant for branch staff
BPI said over 96% of its more than 1,800 branch officers used its in-house AI assistant daily within two months
Problem
Branch officers had to search policies and procedures by hand and answer customer questions from them.
Approach
BPI built BEAi, a large-language-model assistant that runs in a closed sandbox and is trained on the bank's own policies, procedures and data. Staff use it to search the knowledge base, summarise emails and policies, and draft answers to customers. The bank started with internal use and said customer-facing tools would come later.
Results
Takeaway
BPI started with an internal assistant for branch staff before planning customer-facing tools. The bank did not publish time savings or error rates.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge managementCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The trade outlet interviewed Ginbee Go, BPI's head of consumer banking. She said BEAi runs in a sandbox, is trained on BPI policies and data, and was used daily by over 96% of 1,800+ branch officers within two months.
Full details are in the original sources.
