BDO Unibank · AI-powered EDMS
Engagement summary
| Industry | Banking — card delivery + identity solutions |
| Region | Philippines |
| Engagement type | Full platform: EDMS + 4 production agents + carrier orchestration |
| Timeline | Signed mid-2025 → live late 2025 |
| Account team | TBC |
The business problem
BDO issues millions of cards and dispatches them through third-party couriers. Three things were hurting them simultaneously:
- Inbound call volume. Card-delivery queries were swamping the contact centre — mostly the same three questions (where is my card, when will it arrive, can I reschedule).
- Fraud. Tampered-card claims were rising. Validating PODs manually was slow and inconsistent.
- Failed deliveries. Bad address data → failed attempts → redelivery costs → unhappy cardholders.
Engagement was structured in three phases. Phase 3 — the AI-powered EDMS — is what’s live and documented here.
The solution we delivered
Agents deployed
| Agent | Purpose |
|---|---|
| Clara | Handle inbound calls — status, tracking, TAT, redelivery, branch pickup |
| Vera | Outbound voice verification when address confidence is low |
| Nexa | POD validation + fraud screening |
| Maya | Continuous control-tower monitoring of every order |
Engines + platform components
- Address Checker engine (drives Vera triggers)
- Auto-Allocation engine (carrier selection by location, TAT, value, service type)
- Alert Management engine (SLA breach detection, escalations)
- Shipsy BI (analytics + reporting)
Integrations
- Vertexon (BDO’s OMS)
- Thales (card manufacturing)
- D-365 (BDO ticketing)
- CCM (BDO customer comms)
- BDO core banking (read-only for auth)
- Multiple LSP systems
Implementation notes
Placeholder — needs input from account team:
- What went well
- What went badly
- Key technical decisions and why
- Customer-specific gotchas (e.g. data residency, Philippines compliance)
Outcomes
Placeholder — needs numbers from account team:
- % of inbound calls resolved by Clara without handoff
- Fraud cases detected by Nexa
- Reduction in failed delivery attempts (Vera + Address Checker)
- $ saved on redelivery
- CSAT change
Materials
- BDO solution deck (Drive — internal link to be added)
- Process flow diagrams (in the deck, sections 3-7)
Changelog
- 26 May 2026: Initial draft from BDO solution deck.