Waiting days for a response from customer service has become a common frustration for many Filipinos. Long queues, repetitive chatbot replies, and the difficulty of reaching a human agent often leave customers with more questions than answers.
To address these challenges, SEC-registered fintech company Skyro has introduced Sky, an artificial intelligence (AI) chatbot designed to provide first-line customer support within one minute, 24 hours a day, seven days a week.
For Skyro’s Customer Care team, the goal is to make every customer interaction fast, reliable, and easy to navigate. The company’s approach has helped maintain customer satisfaction at around 95%, while 16% of previously negative app store reviews improved after the team proactively reached out to resolve customer concerns.
Rather than using AI solely to automate responses, Skyro developed Sky to enhance both the speed and quality of customer support.
“AI is not a solution, it’s an instrument. The chatbot experience will always reflect the quality of customer care behind it. For us, every interaction should feel friendly, clear, and seamless,” said Jorge Brisuela, Skyro Head of Customer Care.
The initiative reflects changing customer expectations. While digital support channels have become increasingly common, many chatbot experiences still feel impersonal or overly scripted. Sky was designed to communicate naturally in English, Taglish, and Tagalog, using a conversational and empathetic tone that better aligns with how Filipino customers interact.
The chatbot also works alongside human agents rather than replacing them. Customers with more complex or sensitive concerns can seamlessly transfer to a live representative without restarting the conversation, as the entire chat history is retained. Beyond answering frequently asked questions, Sky can also register customer requests, record Promise-to-Pay commitments, process application and insurance cancellations, and facilitate credit contract closures.
The AI-powered support system now handles more than 200,000 in-app chats each month. As Skyro projects its customer base to grow by approximately 250% this year, the chatbot has helped reduce customer support costs per customer by 66%.
Developed by a two-person team consisting of Developer and Product Owner Nikita Bykov and QA Analyst Geralyn Inal, Sky reached an automation rate of 55% within eight months of launch and has since increased to 67%, reducing the need for manual follow-ups.
The rollout also expanded customer support availability from 7:00 a.m. to 1:00 a.m. to 24/7 first-line assistance. Morning chat backlogs have declined from around 800 conversations to 150, while service reliability has consistently remained above 99%. Today, customers using Skyro’s in-app chat typically connect with either the chatbot or a live agent in under one minute.
For Skyro, AI is intended to complement—not replace—human customer service. While Sky manages the majority of routine inquiries, human agents remain focused on handling more complex cases. The chatbot also operates within established guardrails and undergoes continuous monitoring and quality assurance to ensure accurate and reliable responses.
Brisuela said the company’s broader objective extends beyond improving response times.
“One of the most important outcomes has been creating interactions where Filipino users feel more seen and understood. Our priority is simple: we want to consistently give customers a premium level of care, whether they’re speaking with Sky or a human agent,” he said.
As AI adoption continues to expand across industries, Skyro believes the future of customer service lies not in replacing people with technology, but in combining AI and human expertise to deliver faster, more meaningful customer experiences.
