Give Security Bank a packaged agentic service layer — retail onboarding rescue, cards and loan servicing, and MSME support in Taglish — that lets a challenger's balance sheet grow a mass-market base with a fraction of a mega-bank's service cost.
Security Bank is a mid-sized Philippine universal bank with MUFG holding roughly a 20% strategic stake since 2016, and has publicly prioritized retail and MSME growth alongside its corporate franchise.
Public factRetail expansion for a mid-tier bank means acquiring customers who generate service contacts immediately — onboarding, card activation, first-loan questions — before their balances justify branch-level attention.
Reasoned inferenceThe bank cannot outspend BDO or BPI on contact-center scale; its viable path is service automation that makes a smaller operation feel responsive on the channels Filipinos use (Messenger, Viber).
Reasoned inferenceBSP consumer-protection and fraud-management expectations apply with full weight regardless of bank size — compliance-grade logging is proportionally more expensive for a mid-tier bank to build alone.
Reasoned inferenceMUFG's regional playbook includes technology partnerships across its Asian investees; a proven platform with regional references travels well into that governance.
Seller hypothesis — validateValidate with the account team before outreach: Onboarding-platform API accessibility and current funnel metrics · Retail-growth targets and the service-capacity plan behind them · MUFG governance requirements for third-party AI platforms
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: A mid-sized bank with a corporate-franchise heritage has no internal conversational-AI capability and no scale case for building one; its digital investments are app-front-end, not platform. Packaged capability with partner delivery is the only version of this that fits its engineering reality.
Why they won't build the full stack: Building would mean competing for scarce engineering talent against banks three times its size, for infrastructure that isn't its differentiator. Buying converts the retail strategy's service problem into a quarterly-measurable funnel project.
Management has emphasized retail and MSME expansion as strategic priorities, with investments in technology and client experience recurring themes in results commentary.
GTM implication: The strategy creates a service-capacity gap the bank cannot hire its way through — enter on the onboarding funnel where ROI is cleanest.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Onboarding & activation rescue Guided completion in-channel, documents validated in-flow, proactive status, drop-off reasons instrumented weekly. | Every acquired-but-inactive account is wasted acquisition spend; activation completion is the growth metric. Friction today: eKYC and funding-step drop-offs go unrescued; status questions route to a hotline sized for yesterday's customer base. | In-app chatMessengerSMSVoice | |||
Cards & loan servicing Grounded billing and installment answers, payment links in-channel, disputes intaken conversationally with documented handling. | Consumer-lending growth generates billing, installment, and payoff questions that must not consume the branch network. Friction today: Servicing questions queue behind everything else; context is lost between channels. | MessengerViberVoice | |||
MSME service desk 24/7 grounded MSME servicing with RM escalation carrying full context; RM time returned to origination. | MSME is a stated growth pillar; small-business owners need answers outside banking hours. Friction today: Account, payments, and loan-status questions from business owners route through relationship officers' mobile phones. | ViberMessengerVoiceEmail |
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 Security Bank's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Security Bank: A focused onboarding-and-early-lifecycle pilot fits a mid-sized bank's risk appetite and proves unit economics before extending into collections and cards workflows.
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.
“The retail push only works if a mid-sized bank can serve a mass-market base without mass-market cost. This is the capability that makes the strategy's math work — packaged, fast, and provable on the onboarding funnel.”
“A bounded integration into onboarding, core, and card systems — partner-delivered in weeks, not a platform program competing with your modernization backlog.”
“Service volume from new-customer growth stops arriving as hotline pressure; your smaller team works exceptions with context instead of triaging activation questions.”
“Activation completion is your acquisition ROI lever: rescued drop-offs are measured directly, and early-lifecycle service quality shows up in balance build and card usage.”
“BSP consumer-protection compliance arrives as configuration — documented handling, consent-governed outreach, 100% logged — without building a compliance-logging stack internally.”
“Launch-package economics fit a mid-tier bank: a fixed implementation fee, usage-based running cost, and a funnel-metric business case you can audit inside one quarter.”
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.
Mid-sized universal bank with MUFG as a ~20% strategic partner, publicly pushing a retail and MSME expansion it must service without a top-3 bank's contact-center scale — a classic buy-led candidate where packaged capability substitutes for infrastructure it doesn't have.
Baseline the onboarding funnel's drop-off points with the retail team and scope a Launch pilot on activation rescue.
Entry: Retail onboarding & early-lifecycle service · Launch package · 8–10 weeks to a live, measured pilot. 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.