BDO's scale spans 1,600+ branches and millions of OFW families; agentic service delivers branch-grade answers by phone and chat at any hour in any hemisphere, while defending customers against the scam wave hitting Philippine banking.
BDO Unibank, the SM Group's banking arm, is the Philippines' largest bank by assets with over 1,600 branches and the country's broadest retail footprint, including BDO Network Bank for rural reach.
Public factBDO is a leading player in the OFW remittance corridor, with remittance services marketed across the Middle East, Asia, and North America.
Public factPhilippine banks, BDO included, have faced widely publicized phishing and account-takeover waves, making fraud-related service both high-volume and high-stakes.
Public factOFW customers contact from time zones where Manila office hours are useless — 24/7 conversational capability is a genuine differentiator, not a luxury.
Reasoned inferenceAs a conservative market leader, BDO will move on proof and risk containment, not innovation narrative.
Reasoned inferenceValidate with the account team before outreach: Cloud and outsourcing posture for customer-facing AI at the group level · Remittance-platform API availability for status grounding · Which servicing intents the bank will permit for bounded automation first
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: A conservative, scale-led market leader whose technology posture is vendor-based core and channel systems; BDO has no appetite to build AI platforms and will buy proven, risk-contained solutions in deliberate stages.
Why they won't build the full stack: BDO's strength is distribution and balance-sheet scale, not software engineering; a staged vendor deployment with contractual accountability matches its risk culture and its posture with the BSP far better than any internal build.
Philippine bank results commentary emphasizes consumer-lending growth and digital-channel adoption, implying servicing scale and fraud response are rising cost and trust lines for the market leader.
GTM implication: Lead with a read-only, risk-contained pilot (remittance status) that proves control before proposing any action automation — sequencing is the sale at BDO.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Card & account servicing Top servicing intents (blocks, limits, disputes, statements) completed in-conversation with full audit. | The largest customer base in the country produces the largest servicing queue in the country. Friction today: Branch visits and long IVR queues for actions a governed agent could complete. | VoiceIn-appViber/WhatsApp | |||
OFW remittance status & support Instant remittance-status answers and issue triage around the clock, in Taglish or Cebuano. | Remittances are emotionally critical transfers; 'where is my money' calls span every time zone. Friction today: Manila-hours support for a 24-hour diaspora; status requires agent lookup. | Viber/WhatsAppVoice | |||
Suspected-fraud rapid response Immediate triage with policy-bounded protective actions and specialist handoff with complete context. | Scam-wave contacts are trust-defining moments where minutes matter. Friction today: Victims wait in general queues while damage compounds. | VoiceIn-app |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with BDO Unibank's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for BDO Unibank: Card servicing, remittance status, and collections are distinct high-volume workflows across one retail franchise — a Scale deployment with a conservative, staged rollout.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“BDO wins by being everywhere its customers are. An agentic layer extends 'everywhere' to every hour and every time zone the OFW franchise lives in.”
“Deployment is staged and conservative by design: read-only grounding first, policy-bounded actions second, every step logged to bank standards.”
“Your contact center carries the country's largest servicing load. Automating the top ten intents is the single biggest capacity lever available to you.”
“Remittance loyalty is won at 3am Manila time. Around-the-clock status and support in the customer's language protects the corridor franchise.”
“Fraud-response automation acts only within pre-approved bounds, and 100% conversation capture strengthens both BSP conduct evidence and dispute defense.”
“Even at Philippine seat costs, your volume makes automation math decisive; the pilot proves cost per contact on your own queues before any commitment to scale.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
The Philippines' largest bank by assets with the country's biggest branch network, a massive OFW remittance franchise, and correspondingly massive contact volume — conservative culture, enormous prize.
Risk-first briefing with retail-bank and contact-center heads: staged pilot design starting with read-only remittance status, expanding to bounded card actions.
Entry: Card and account servicing with fraud-safe actions · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.