AI at your service! How AI has redefined customer support for eTap

eTap Solutions has over 4,000+ kiosks across Luzon, Visayas, and Mindanao, servicing over millions of active users every month. These users use eTap’s self-service kiosks for everything from sending money back home via their e-wallets to paying essential utilities on time.
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However, transaction errors do occur once in a blue moon. These errors need to be resolved quickly, with customers’ hard-earned money hanging in the balance.
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Enter Tappy, eTap’s virtual AI assistant!
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Through Tappy, eTap is able to automate responses to a wide range of customer concerns such as missing receipts, trapped bills, and transaction status updates. Tappy has been integrated into eTap Solutions’ main customer service platforms, the eTap and eTap Cares official Facebook pages, with users only having to chat these pages to talk to the AI assistant.
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So far, Tappy has been a huge boost in customer satisfaction. Here’s how:
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Swift replies to FAQs

While customer concerns vary, some pop up more frequently, such as: “How do I reload my e-wallet?” or “What if the kiosk doesn’t give me a receipt?”
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With Tappy, pre-set replies to these questions are sent out 24/7 in both Taglish and Filipino. While human intervention still occurs for more complex issues, Tappy is able to lighten the workload of eTap’s human agents and achieve a 60% inquiry automation rate.
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Status updates in real-time

When a transaction error occurs, users demand immediate updates on what’s being done to resolve it. But this can quickly overwhelm agents and result in unfavorable delays.
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Tappy assists live agents by intercepting concerns and asking users to provide full details such as the transaction ID or phone number used during the transaction. This gives agents a neatly summarized context of every user’s concern, enabling them to resolve them faster. The result is that Tappy increased the number of handled inquiries by the eTap team by 100% in just two months.
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Always-on support

Transactions don’t always happen within regular working hours. In fact, over 50% of all chats by eTap users happened outside of live agent shifts.
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Tappy ensures that user complaints are logged as support tickets, with confirmation emails automatically sent to them. Additionally, inbox and ticketing features enable seamless switching between automated and live support, easy review of the linked chat for full conversation context, and automated customer notifications once a ticket is created.
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Overall, Tappy has helped eTap handle 800,000 interactions and 30,000 chats within the first two months of its deployment. With plans for eTap to deploy over 2,000+ kiosks around the Philippines each year, adopting Tappy represents a major leap forward in delivering faster, smarter, and more reliable customer service at scale.
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Interested in placing an eTap kiosk right in your store? Reach out to the official eTap Solutions LinkedIn page or email workwithus@etapinc.com!


Article by Pancho Dizon

Thumbnail by Justin Khyle Calleja

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