Tonik Digital Bank Teams Up with GupShup to Enable GenAI Communications Tech for Mobile Banking

Gupshup, the Conversation Cloud, announced its partnership with Tonik Bank, the digital-only neobank in the Philippines, to develop a Generative AI chatbot for Tonik’s mobile app.

The solution aims to provide Tonik’s customers “with instant and accurate answers to frequently asked questions, improving the way they interact with their bank.”

The Generative AI chatbot, powered by Gupshup’s natural language processing (NLP) and machine learning (ML) technologies, is designed “to understand and respond to customer queries with human-like precision and empathy.”

By leveraging the advancements in AI, the chatbot can “engage in contextual conversations, providing personalized and relevant information to each customer.”

Tonik is reportedly among the first digital banks in the Philippines to “leverage Generative AI for customer service.”

By integrating the chatbot into their mobile app, Tonik Bank aims “to provide their customers with instant access to information, reducing wait times and improving overall satisfaction.”

Sateesh Reddy, Deputy Chief Technology Officer of Tonik Bank said:

“The integration of Gupshup’s ACE LLM into our operations has been truly transformative. We’ve witnessed significant value in its ability to automate routine tasks, elevate customer service, and boost our overall efficiency. This technology has the potential to revolutionize our operations, and we are excited to further explore its capabilities and implement it across our business.” 

Since the implementation of Gupshup’s technology, “nine out of ten customer queries are now directed through Tonik’s in-app chat feature, where the AI autonomously resolves 75% of the queries without human intervention.”

This has not only amplified “the efficiency of Tonik’s in-house customer care team by 4.3 times but also empowered them to dedicate more time to resolving intricate issues, ensuring that customers receive the personalized support they need.”

The Generative AI chatbot solution is “expected to generate significant cost savings for Tonik, with an estimated total of over USD 20 million over the next three years.”

Beerud Sheth, Co-founder and CEO of Gupshup said:

“Our partnership with Tonik Bank exemplifies the future of BFSI. As the sector evolves, Gen AI will be crucial to deliver seamless, personalized, and efficient customer experiences. Our chatbot solution is designed to do just that, empowering banks like Tonik to focus on building strong relationships with their customers.”

Built upon foundation models such “as Meta’s Llama 2, OpenAI GPT-3.5 Turbo, Mosaic MPT, Flan T-5, and others, ACE LLM has been meticulously adapted for specific industries and functions and is also equipped with enterprise-grade safety controls and guardrails.”

Last year, Gupshup launched ACE LLM-a family of domain-specific Large Language Models specialized for functions “such as marketing, commerce, support, HR & IT, and industries like banking, retail, utilities and more.”

The ACE Banking LLM offers a competitive edge “to banks by lowering cost of operations, offering customer insights, better response accuracy and therefore higher customer satisfaction.”

As explained in a blog post, Gupshup is the world’s Conversation Cloud that “enables businesses to advertise, communicate, and converse with their customers by leveraging AI and CPaaS. Gupshup’s conversational engagement solutions enable 45,000+ brands across India, Latin America, Europe, Southeast Asia, the Middle East, and the United States to deliver better customer experience, and increased revenue while saving costs.”

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