Union Bank of the Philippines has adopted Amazon Web Services’ Amazon Quick Suite to support a wider shift towards faster, data-driven decision making. The bank, one of the leading financial institutions in the country, is the first in the Philippines and among the first in ASEAN to deploy the generative AI capabilities of the suite. The rollout aims to give more than 200 business users across its departments the ability to query data in natural language and reduce the time taken for data requests.
UnionBank has been working to build a more agile and customer-focused organisation that uses data to anticipate needs and deliver personalised services. Its earlier approach relied heavily on data teams and technical specialists to produce reports and dashboards, which slowed decision making. By enabling direct access to analytics tools, the bank expects staff in operational units, technology teams, product development and customer-facing functions to work more independently and respond to issues more quickly.
Driving efficiency through generative AI
The bank selected Amazon Quick Suite to simplify analytics for non-technical users. Staff can create dashboards, adjust parameters and obtain answers in real time through natural-language prompts. Once the full deployment reaches its intended state, the bank expects a three- to five-fold improvement in data request turnaround times.
Dennis Omila, Chief Transformation Officer at UnionBank, said the shift marks a significant step in the bank’s AI and data strategy. “Data is the foundation of any successful AI transformation in banking, and AWS’s generative AI capabilities has enabled us to fundamentally transform how we approach data-driven decision making at Union Bank,” he said. He added that allowing business teams to generate insights directly improves efficiency and helps deepen understanding of customer behaviour, keeping the bank competitive in a fast-moving financial services landscape.
The bank noted early gains in areas such as campaign management and account management. The improved speed and lower operational demands have contributed to about 30 per cent savings in operating costs. UnionBank said these efficiencies help reduce its overall cost to serve, supporting better pricing and more accessible financial services for customers.
Supporting financial inclusion and innovation
AWS said UnionBank’s adoption reflects rapid growth in AI usage across the Philippines, particularly within financial institutions. According to the company, AI adoption in the country is increasing by 50 per cent year on year. Precious Lim, Country Manager for AWS Philippines, said UnionBank’s approach aligns with broader efforts to expand financial inclusion. “With Amazon Quick Suite, UnionBank is improving internal efficiency while positioning itself to deliver easier access to financial services and better customer experiences to Filipino customers through data-driven insights,” she said.
UnionBank continues to position itself as a leader in digital banking, supported by platforms such as its UnionBank Online mobile app and its business banking platform, The Portal. The bank has received multiple awards for digital transformation and retail banking innovation, reinforcing its focus on customer-centric solutions.
