UnionBank bought Citi's consumer scale and built UnionDigital's speed; an agentic frontline reconciles both — premium card servicing and digital-native onboarding from one governed conversation layer.
UnionBank acquired Citi's Philippine consumer banking business, adding a large premium credit-card portfolio, and operates UnionDigital as its digital-bank arm.
Public factThe bank has cultivated the Philippines' most prominent tech-forward banking brand, with early moves in blockchain, cloud, and AI publicly showcased by its leadership.
Public factLarge systems migrations of acquired portfolios generated publicly visible customer friction — service perception is a live battleground.
Public factPremium ex-Citi cardholders benchmark service against global standards; queues and repeat calls erode the acquired franchise's value.
Reasoned inferenceUnionDigital's growth depends on low-cost onboarding and servicing that human-heavy models cannot deliver.
Reasoned inferenceValidate with the account team before outreach: Post-migration servicing pain points and repeat-contact hotspots · Cloud posture and existing conversational-AI vendors · UnionDigital onboarding funnel metrics and drop-off points
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: The Philippines' most tech-forward bank has real engineering and unusual API maturity, but its pattern is early adoption of partner platforms it can showcase — partner-led with a co-innovation narrative fits both its capability and its brand.
Why they won't build the full stack: Post-Citi-migration priorities are stability and service perception; an in-house conversational-AI infrastructure build would repeat the migration lesson, while a governed partner platform lets the innovation brand ship a visible first quickly and safely.
Post-acquisition results commentary has centered on integrating the Citi consumer book and restoring service metrics after publicly visible migration friction.
GTM implication: Pitch card-servicing automation as migration repair the market can see — in complaint volumes, repeat-call rates, and CSAT — not as a novelty project.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Credit-card servicing & disputes In-conversation completion of top card intents with proactive dispute status. | The acquired card book is the revenue jewel; servicing quality decides whether it retains its premium behavior. Friction today: High-volume intents (limits, installments, disputes, waivers) end in queues; repeat contacts follow migrations. | VoiceIn-appViber/WhatsApp | |||
UnionDigital onboarding & activation Guided conversational onboarding with live document validation and activation nudges. | Digital-bank economics live or die on funnel completion and early activation. Friction today: KYC document rejections stall silently; status calls land on human desks. | In-appSMSViber/WhatsApp | |||
Early-bucket card & loan collections BSP-compliant conversational reminders with in-channel payment and complete logs. | Consumer-credit growth needs conduct-clean, full-coverage early outreach. Friction today: Dialer-based coverage gaps; conduct evidence is sampled, not complete. | VoiceSMSViber/WhatsApp |
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 UnionBank of the Philippines's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for UnionBank of the Philippines: Card servicing plus digital onboarding across the main bank and UnionDigital is a two-to-three-workflow, multi-channel deployment befitting the innovation brand.
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.
“UnionBank's brand is being first. Agentic banking conversations are the next visible first — and they repair the service perception the migration strained.”
“You have the API maturity most banks lack; that turns this from an integration project into a governed-agent deployment your team can showcase.”
“Card-servicing volume from the acquired book is your biggest contact driver; in-conversation actions take the top intents out of the queue permanently.”
“Premium cardholders defect over service, not price. Midnight-capable, instant card servicing is retention for the exact segment you paid Citi for.”
“BSP consumer-protection expectations are met with enforced policy bounds and 100% interaction records — stronger evidence than any sampled QA regime.”
“The business case is cost per card-servicing contact versus current blended cost; the pilot reports it directly alongside CSAT.”
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' most publicly tech-forward bank — Citi consumer acquisition, UnionDigital, and an innovation brand to defend — receptive buyer with meaningful but mid-scale volumes.
Proof-of-value proposal to consumer-banking leadership: two card-servicing intents automated end-to-end, measured on cost per contact and repeat-call rate.
Entry: Credit-card servicing with in-conversation 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.