CARD MBA’s “E-Tanong Mo” Chatbot sees an increased usage rate during pandemic

Due to the COVID-19 pandemic, businesses have started to convert processes from manual to digital as it provides a safer way to transact with clients. CARD Mutual Benefit Association (CARD MBA), the largest microinsurance institution in the Philippines, launched its “E-Tanong Mo” service, a chatbot on Facebook Messenger that responds to the queries of CARD members, staff, and MBA coordinators.

“The development of ‘E-Tanong Mo’ chatbot is very timely because of the COVID-19 pandemic. We intend to continue providing our service by immediately responding to our members’ questions in a safe manner. Our members’ safety is our priority,” said CARD MBA CEO Ms. May S. Dawat.

Currently, the “E-Tanong Mo” chatbot has 12,985 net contacts wherein 58% or 9,713 are CARD MBA members, 34% or 5,767 are MRI staff and the remaining 8% or 1,287 are MBA Coordinators. Family Security Plan is the most inquired product/service in the chatbot.

CARD MBA’s chatbot became available in November 2019 and has shown an increased usage rate which may be attributed to the pandemic. It accommodates questions about the following: General information on MBA, Product and Services and Claim Policies. To tailor-fit the chat-bot to its targeted audience, the language setting is a mix of Tagalog and English.

Other functions of the chatbot leads to CARD MBA’s website and Facebook page for those looking for more information. For users who have specific inquiries, Customer Service Representatives are always available to answer their inquiries. Users can also give their feedbacks after using the chatbot.

CARD MBA plans to let members access their records such as the amount of their weekly contributions and their available claims, which will be linked to the institution’s “Panatag” App.

Digitization and convenience are the goals of CARD MBA during the development phase of the “E-Tanong Mo” chatbot. “Developing this chatbot is our way of responding to the call of CARD MRI as a group to move towards the journey of digital transformation of our clients,” Dawat concluded. CARD MRI has also developed mobile applications such as the “Panatag” and “Konek2CARD” to cater to the different needs of its clients.

CARD MBA is an institution under CARD MRI which provides the microinsurance for more than 21.7 individuals nationwide.