MANILA, PHILIPPINES – As artificial intelligence (AI) continues to reshape industries across the globe, the UnionBank of the Philippines remains at the forefront of this transformation — pioneering a future where technology and humanity work hand in hand.
During the first day of DigiCon 2025, held at the Marriott Hotel in Pasay City on Thursday, October 16, UnionBank Senior Vice President and Head of Digital Experience and Development Rene Aguirre underscored how their bank is leveraging AI to enhance every touchpoint of the customer journey and drive the next phase of intelligent banking. This was part of the Immersive Track segment of the convention, where it tackled retail and activations.
Rene focused on the adoption and advancement of AI technologies within the organization, highlighting key innovations that redefine both internal operations and client experiences. He explained this through the journey of a digital native named Nina.
For millions like Nina, opening a bank account no longer means standing in line or sitting in traffic. It now means tapping through an effortless and secure digital journey, powered by UnionBank’s use of AI.
Nina’s story starts on her mobile phone when she sees a targeted UnionBank advertisement. She clicks the ad and within minutes applies for a credit card and a digital bank account. Thanks to UnionBank’s AI-powered customer onboarding, including Electronic Know Your Customer (EKYC), Nina securely uploads her documents and her identity is verified in under ten minutes. This is a dramatic improvement over the traditional 30-minute process at a branch, allowing Nina to become a client from anywhere.
“That’s very optimistic, but let’s say maybe 20 minutes in the branch, or 50 minutes. Just quantify that, 50 minutes times 8 million people is about 400 million minutes saved, or roughly around 50 minutes per customer. So if you think about that, the number is quite staggering,” he explained.
Citing a ChatGPT answer, he said that 400 minutes are enough to build three skyscrapers.
However, Rene noted that speed is just one part of the story. UnionBank’s AI safeguards ensure only legitimate customers join the platform, automatically rooting out money mules and fraudsters, and bringing confidence to digital transactions.
With this, Rene emphasized that through AI one could immediately use her virtual credit card for shopping, send money, and even deposit checks — all from the comfort and safety of home.
Rene also discussed how AI works behind the scenes in transactions, removing repeated hurdles such as multiple one-time passwords (OTPs) for each transaction.
For instance, whether Nina is transferring funds to family or making payments, the experience is “smooth and secure” because of intelligent fraud prevention mechanisms. For customers who still rely on check deposits, UnionBank’s app has turned a branch visit into a quick digital action.
Essentially, Nina’s experience is more than just a story of convenience — it’s a glimpse into how UnionBank’s vision for digital banking, powered by AI, is reshaping the way people manage their finances and redefining what it means to put customers first.
Looking ahead
Rene also unveiled a bold vision for leveraging AI to revolutionize both customer service and wealth management. In their case, they are embracing cutting-edge technologies designed not just to automate processes but to enhance the human touch that defines their relationship with clients.
The centerpiece of these innovations is Riya, the Responsive Intelligent Agent. Currently in training, Riya is set to transform customer service by handling routine inquiries and requests, offering support in both Filipino and English. With the ability to interpret user intent even in noisy environments, Riya promises to make waiting in long phone queues a thing of the past. This AI-driven service will soon provide clients with quick, efficient solutions to their needs, greatly enhancing the client experience.
“She’s undergoing training right now with our contact center, with a customer service group, and very soon, the experience of having to wait on that phone, waiting for your turn to speak to somebody will be big of the past AI will be continuously Support solving problems for our clients who have simple inquiries for certain requests regarding their accounts,” Rene told the crowd.
In addition to enhancing customer service, the company is rolling out an AI-powered “co-pilot” tool to augment the capabilities of its relationship managers (RMs).
While RMs are already highly skilled and trusted advisors, the co-pilot will let them perform complex portfolio reviews and risk assessments in less time. This means RMs can focus more on understanding client needs and delivering personalized financial advice, reinforcing client trust
Nonetheless, Rene assured that AI will not replace their RMS: “This will enhance our relationship managers’ skills and capabilities, but not, of course, not necessarily replace [RMs].”
Rene also shared that they will launch an improved recommendation engine that uses advanced machine learning to analyze client behavior and spending patterns.
This engine offers relevant products matched to client needs, moving away from generic sales pitches toward true personalization. The recommendation system is already available through SMS and will soon expand online, broadening its reach and impact.
“Texting is also coming up as an improved, recommended engine where we’re able to smartly target our customers for what they need. So this uses machine learning models that advertise a client’s behaviors, looking at their spending and alternative data to surface relevant products.”
Ultimately, Rene reiterated their commitment to combining high-tech advancement with high-touch service. The goal is to stay at the forefront of AI-driven innovation while continuing to deliver meaningful, human-centered experiences and uplift banking to a truly next-gen experience.
“So if you think about it, [AI] is becoming a really, really powerful tool. But it’s true that it really is in how we are willing to deliver more meaningful and human-centered life experiences. In UnionBank, you can expect us to be at the forefront and be able to deliver in this space.
adobo Magazine is an official media partner of DigiCon 2025.
