Give Metrobank an agentic service layer — cards dispute resolution, fraud-alert response, and retail service in Taglish across app, Messenger, and voice — grounded in core and card systems with BSP-grade auditability.
Metrobank is among the Philippines' largest banks by assets, anchored in the Ty family's GT Capital group, with one of the country's leading credit-card franchises and an extensive branch network.
Public factThe bank has been reporting record profitability in recent years on margin strength and cards growth, while maintaining a famously conservative credit posture.
Public factCards businesses generate the most dispute-intensive contact mix in retail banking — unauthorized-transaction claims, installment questions, billing disputes — where BSP consumer-protection rules impose documented handling timelines.
Reasoned inferencePhilippine consumers live on Messenger and Viber; a bank service layer that meets them there in Taglish, with real account context, is differentiated against hotline-first peers.
Reasoned inferenceBSP's Financial Products and Services Consumer Protection framework and its push on fraud management (including the Anti-Financial Account Scamming Act) make evidence-grade interaction logging a supervisory asset, not just a cost.
Reasoned inferenceThe trust/wealth franchise could take a white-glove conversational tier (proactive maturity notices, statement service) as a later expansion surface.
Seller hypothesis — validateValidate with the account team before outreach: Card-system and dispute-platform API accessibility for grounding · BSP examination posture on AI in consumer-facing dispute handling · Messenger/Viber verified-channel strategy and consent posture
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: Metrobank has genuine technology capacity and a disciplined modernization program, but its pattern is procuring proven platforms and integrating them carefully — it is not a build-first digital attacker. A conversational platform with a partner owning delivery matches both its capability and its conservatism.
Why they won't build the full stack: The bank's differentiation is balance-sheet strength and the cards franchise, not contact-center software; a cautious institution will not put a homegrown system between itself and BSP consumer-protection SLAs when a hardened, auditable platform exists.
Management has reported record annual profits in recent years, attributing growth to margin strength, cards and consumer lending expansion, and disciplined cost control.
GTM implication: Cards growth is the stated engine — pitch service capacity that lets the engine scale without dispute-handling friction becoming the bottleneck.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Cards dispute & billing service Conversational dispute intake with evidence capture, status grounded in the card system, proactive lifecycle updates, provisional-credit rules applied consistently. | Disputes are the highest-stakes, most SLA-bound contact class in the bank's biggest retail engine. Friction today: Dispute intake via forms and branch visits; chargeback status opaque; customers call repeatedly through a 45-day lifecycle. | In-app chatMessengerViberVoice | |||
Fraud-alert response & card controls Two-way fraud confirmation in-channel, instant block/reissue execution within policy, suspicious-pattern escalation to fraud teams with context. | Scam pressure in the Philippines is intense and regulator-visible; fast two-way fraud confirmation prevents losses and panic calls alike. Friction today: One-way SMS alerts drive inbound spikes; blocking and reissue require queue time exactly when customers are panicking. | SMSMessengerIn-app chatVoice | |||
Retail account servicing Grounded answers and in-conversation actions (statement requests, limit changes within policy) with warm handoff for complex cases. | Balance, statement, branch, and product questions are the bulk volume floor a top-tier bank should serve at self-service economics. Friction today: IVR trees and branch queues absorb questions the app almost answers; context is lost across channels. | MessengerViberIn-app chatVoice |
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 Metrobank's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Metrobank: Cards service, fraud-alert response, and general retail servicing across app chat, Messenger, Viber, and voice constitute a multi-channel, multi-workflow deployment appropriate to a top-tier bank's volume.
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.
“Metrobank's brand is 'You're in good hands' — meaningful trust. Agentic service makes that trust operational at every 2am fraud alert, with the discipline and auditability this institution is known for.”
“One integration into card management, fraud monitoring, and core banking powers the three highest-volume workflows — a partner-delivered deployment that doesn't compete with the core-modernization agenda.”
“Dispute intake, fraud response, and bulk servicing stop being queue-capacity problems; your officers work investigations and exceptions with full context instead of taking first reports.”
“The cards P&L keeps its growth trajectory while dispute handling gets faster and provably consistent — lifecycle updates pushed proactively, call-backs eliminated as a metric you report.”
“BSP consumer-protection timelines and AFASA expectations become enforced configuration: documented intake, consistent provisional-credit application, 100% logged interactions.”
“Cards volume growth shouldn't mean linear service-cost growth: implementation plus usage pricing, with deflection and dispute-cycle-time economics measured against your current cost per contact.”
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.
One of the Philippines' largest private banks (GT Capital / Ty family) with a leading cards franchise, a trust and wealth business, and a conservative, execution-focused culture — high service volume, cards-dispute intensity, and a bank that procures proven platforms rather than experimenting.
Baseline dispute-lifecycle contact volume and fraud-alert inbound spikes with the cards team, then scope a Messenger-first cards-service pilot.
Entry: Cards service & dispute resolution · 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.