AMY Virtual Assistant

Mobile i. AMY introductory message for first

AmOnline log in after mobile app update.

ii. Subsequent AmOnline log in.

Q1. What is AMY?

AMY is AmBank’s virtual assistant designed to help you with your financial enquiries. Assistance offered by AMY to the AmOnline users is through a self-guided and chat menu interface. AMY also comes with a Smart Alert feature whereby you will receive notifications of your application updates and offers tailored just for you.

Q2. Who can use AMY? All AmOnline Mobile App users will be able to use AMY, whether you are an existing Credit Card Holder or not.

Q3. Where can I find AMY? AMY will only be available on AmOnline Mobile App:

Apple App Store on devices running on iOS 9 and above; OR

Google Play on devices running Android 5.0 and above.

Q4. Do I need to register to have AMY in my AmOnline Mobile App? No. You would only need to download the latest version of AmOnline Mobile App to be able to use AMY.

Q5. Why is AmOnline asking me to allow access to media on my device, take photos and manage calls? AmOnline would require access to the aforementioned items to enable you to:

Have a profile picture in AMY

Call Contact Centre directly from AMY

Q6. What can AMY do? As of now, AMY can help you with the following credit card enquiries:

No Menu Item

1 Manage My Card View My Card Details

Increase My Credit Limit (Permanent)

Increase My Credit Limit (Temporary)

Save My Credit Card Interest

Activate My Credit Card

2 Emergencies Report Lost/Stolen Card

Get Urgent Cash

Reset My Credit Card PIN

Replace My Card

3 Card Application Apply New Credit Card

Apply Supplementary Card

Check My Application Status

Q7. If I don’t have a credit card, can I still use AMY?

Yes. However, the function is limited for non-Credit Card Holders. For non-Credit Card Holders, you may use this feature to call the bank, or apply for a credit card to unlock AMY’s potential! We are planning on adding more functions in AMY, so stick with us!

Q8. Can I delete or hide AMY avatar in my AmOnline? No, once you have updated to the latest version of AmOnline Mobile App, you will not be able to delete or hide AMY avatar. However, you will be able to drag the AMY avatar across the mobile app screen if you wish to.

Q9. Can I still use AmOnline after I launch AMY? Yes. AMY is designed to complement AmOnline. You can launch and close AMY anytime you wish, and you will still be able to use all AmOnline functions as usual.

Q10. Can I type in AMY chat window? No. For now, AMY can only function through self-guided chats.

Q11. How do I personalize my profile photo in AMY?

Mobile i. When you first launch AMY and selected

“Get Started”, click on the camera icon.

ii. Select “Take Photo” to take a picture using your phone’s camera or select “Choose From Library” to use an existing picture in your phone’s album.

iii. Once you have selected a photo, you may adjust the position and click “Yes” to save it.

iv. You’re all set to use your preferred profile photo.

Q12. How do I view my credit card details in AMY?

Mobile i. In the AMY chat window, select “Manage

Card”.

ii. Then, click on “View My Card Details”.

iii. Your credit card details will be shown.

iv. AMY will prompt you if your credit card has an overdue payment. You may choose to “Make payment now” and be redirected to AmOnline’s Pay Credit Card page or “Maybe later…”.

Q13. How do I increase my credit limit in AMY?

Mobile i. In the AMY chat window, select “Manage

Card”.

ii. Then, click on “Increase My Credit Limit”.

iii. Select your preferred credit limit increase option.

iv. For permanent option, you will be redirected to AmOnline’s Apply Credit Limit Increase page to complete the application.

v. For temporary option, your credit card

listing will be shown.

vi. Select your preferred credit card from the listing by clicking on the card image.

vii. Next, enter the amount you want to temporarily increase.

viii. Select your preferred tenure for the temporary credit limit.

ix. Then, select a reason for the application.

x. If you click on “Others”, you may enter a different reason for the application.

xi. Once a reason is entered, you will be

shown the Excess Limit Service message and details.

xii. To continue, you would need to give your consent to this service and click on “I agree to proceed”.

xiii. Enter TAC number received on your

registered mobile phone to submit the application.

xiv. Application successfully submitted.

Q14. How do I perform Balance Transfer in AMY?

Mobile i. In the AMY chat window, select “Manage

Card”.

ii. Then, click on “Save My Credit Card Interest”.

iii. Select “Yes, I have a credit card with

other banks” to continue with Balance Transfer transaction.

iv. You will then be redirected to AmOnline’s Apply Balance Transfer page to complete the transaction.

Q15. How do I activate my credit card in AMY?

Mobile

i. In the AMY chat window, select “Manage Card”.

ii. Then, click on “Activate My Credit Card”.

iii. Your card pending for activation will be shown in the card listing.

iv. Select a card you want to activate by clicking on the card image, and you have successfully activated the card.

v. AMY will prompt you to create a 6-digit

PIN for your card.

vi. Re-enter your 6-digit PIN.

vii. Enter TAC number received on your registered mobile phone to create a new PIN.

viii. New 6-Digit PIN successfully created.

Q16. How do I report Lost or Stolen credit card?

Mobile i. In the AMY chat window, select

“Emergencies”.

ii. Then, click on “Report Lost/Stolen Card”.

iii. Select the card that you wish to block by clicking on the card image.

iv. Choose the reason for blocking your card.

v. Your card has been successfully blocked.

AMY will automatically initiate the replacement of your card.

vi. Select an address for the card delivery and your card replacement request is successfully submitted.

Q17. How do I request for QuickCash in AMY?

Mobile i. In the AMY chat window, select

“Emergencies”.

ii. Then, click on “Get Urgent Cash”.

iii. Select “Yes, I’m interested” to continue with QuickCash transaction.

iv. You will then be redirected to AmOnline’s Apply QuickCash page to complete the transaction.

Q18. How do I reset my credit card PIN in AMY? Mobile

i. In the AMY chat window, select “Emergencies”.

ii. Then, click on “Reset My Credit Card PIN”, and select the card you wish to reset its PIN.

iii. AMY will prompt you to create a 6-digit PIN for your card.

iv. Re-enter your 6-digit PIN.

v. Enter TAC number received on your registered mobile phone to create a new PIN.

vi. New 6-Digit PIN successfully created.

Q19. How do I request for a credit card replacement in AMY?

Mobile i. In the AMY chat window, select

“Emergencies”.

ii. Then, click on “Replace My Card”.

iii. Select the card that you wish to replace by clicking on the card image.

iv. Select an address for the replacement card delivery.

v. Click “I agree to proceed” to continue with

the card replacement.

vi. TAC will be sent to your registered mobile phone number.

vii. Enter TAC number received on your

registered mobile phone to continue.

vii. Your card replacement request is successfully submitted.

Q20. How do I apply for a credit card in AMY?

Mobile

i. In the AMY chat window, select “Card Application”.

ii. Then, click on “Apply New Credit Card”.

iii. Enter your monthly income.

iv. Select a credit card type.

v. Choose your preferred spending category. You may choose up to 3 spending categories.

vi. AMY will display a list of credit cards that match your preferences.

vii. Select the card that you wish to apply by clicking on the card image.

viii. You will then be redirected to AmOnline’s Apply Credit Card page to complete the application.

Q21. How do I apply for a supplementary credit card in AMY?

Mobile i. In the AMY chat window, select “Card

Application”.

ii. Then, click on “Apply Supplementary Card”.

iii. You will then be redirected to AmOnline’s

Apply Supplementary Card page to complete the transaction.

Q22. How do I check my credit card application status in AMY? Mobile

ix. In the AMY chat window, select “Card Application”.

x. Then, click on “Check My Card Application Status”.

xi. Your card application status will be

displayed accordingly.

Q23. How do I call the bank through AMY?

Mobile

i. Click on the telephone icon.

ii. Then, click on “Call Bank +603 2178 8888” button.

Q24. Is AMY’s service available 24 hours a day? Yes, you may use AMY in AmOnline Mobile App anytime*, anywhere! *excluding scheduled maintenance period

Q25. What should I do if I did not receive any status updates for my request?

Depending on the request, AMY can help you file a follow up request on your behalf through AmOnline Secure Inbox. From there, a representative will get in touch with you on the matter.

Q26. Can I use the “Live Chat” function to chat with an agent?

This function is currently unavailable. Instead, you may use the “Call Bank” function to directly call the Bank’s Contact Centre for further assistance.

Q27. Is it safe to perform requests within AMY? Absolutely! AMY exists within AmOnline Mobile App, which is already enhanced with security features to ensure your transactions are secure and safe.

Q28. Can I access AMY after jailbreaking or having rooted my mobile device?

As a security precaution, devices that have been “jailbroken” or “rooted” are not able to use AMY. This is enforced by the AmOnline Mobile App.

Q29. Can I use AMY on another device? Yes, you may use AMY on any other devices using your own AmOnline account username and password.

Q30. Can I use AMY to perform a request on behalf of others? No, you cannot. AMY is built to offer assistance that is personalized to you only.

Q31. Will my chat history be stored in AMY after I am done performing my requests? No. All chat history on AMY will be cleared after each chat session ends.

Q32. How do I view past requests performed in AMY? Not to worry! You will receive transaction notifications both via email and SMS, as and when you perform a request via AMY.

Q33. What happens if I leave AMY in the middle of a chat? Your request will not be processed, and you would need to start the entire conversation if you still wish to proceed with the request.

Q34. What language is AMY available in? AMY is currently available in English only.

Q35. Who should I call if I encounter problems when using AMY? You may call our Contact Centre for further assistance.