EastWest has rolled out an AI-powered chatbot designed to help business owners better understand the bank’s cash management services, as more Philippine enterprises move their financial operations online.
Named ECHO (EastWest CMS Help Officer), the virtual assistant answers questions about the bank’s cash management solutions, including collections, payments, payroll, and cash flow management. It can also recommend services based on a business’s needs before connecting users with an EastWest sales officer for further assistance.
The chatbot is the latest addition to EastWest’s digital banking initiatives as financial institutions increasingly use artificial intelligence to improve customer service and simplify access to banking products.
Helping businesses find the right banking solutions
Cash management has become a growing priority for many businesses as day-to-day financial operations become more digital.
From receiving customer payments to processing payroll and managing cash flow, companies are looking for banking tools that can help reduce manual work and improve efficiency.
EastWest said ECHO was developed to make those services easier to understand without requiring business owners to navigate multiple webpages or wait for assistance.
Instead, entrepreneurs can ask questions through the chatbot, receive information about available solutions, and be directed to a bank representative when more specialized advice is needed.
“Business owners need quick access to information so they can focus on running and growing their business. Through ECHO, we’re giving them an easier way to learn about solutions that can help them operate and grow with confidence,” EastWest Chief Marketing Officer Martin Reyes said.
AI finds a bigger role in business banking
IMAGE CREDIT: EastWest
Artificial intelligence is becoming more common across the banking industry, but much of the attention has focused on retail banking and customer support. Business banking is also beginning to adopt the technology, particularly in areas where companies need faster access to product information and financial services.
EastWest said ECHO’s knowledge base will continue to be updated, allowing the chatbot to provide more relevant recommendations as new products and services are introduced.
The bank added that the chatbot is intended to complement, rather than replace, relationship managers and sales officers by helping clients obtain basic information before speaking with a banking specialist.
Banking continues its digital shift
The launch reflects a broader shift in Philippine banking as financial institutions invest in digital channels alongside traditional branch services.
For business owners, that means more banking transactions—from payments and collections to payroll inquiries and account management—are increasingly being handled online. AI-powered assistants are also beginning to play a larger role in helping customers navigate products, answer routine questions, and connect with the appropriate banking teams more quickly.
As banks continue expanding their digital capabilities, tools like ECHO illustrate how AI is being applied beyond consumer banking to support businesses looking for faster and more convenient ways to access financial services.
