BAC Credomatic's Successful Implementation of Conversational AI Across Six Countries

BAC Credomatic is a leading bank in Central America with almost 70 years of experience. It operates in six countries: Costa Rica, El Salvador, Guatemala, Nicaragua, Honduras, and Panama. The bank is committed to providing a positive and consistent experience to its more than 3.8 million users in the region. BAC Credomatic focuses on building loyal and long-lasting relationships with its customers through its digital products and services. The bank is known for its agile, simple, and innovative approach to banking.

BAC Credomatic, a leading bank in Central America, was faced with the challenge of providing a consistent and empathetic digital experience to its customers across six different countries. The bank aimed to build loyal and long-lasting relationships with its customers through its digital products and services. However, the challenge was to innovate and strengthen its digital presence without compromising on empathy and approachability. The bank was in search of an automated solution that could help them achieve this goal. The solution needed to be capable of handling customer queries efficiently and effectively, while maintaining a human touch.

BAC Credomatic implemented Aivo's conversational AI solution across the six countries where it operates: Costa Rica, El Salvador, Guatemala, Nicaragua, Honduras, and Panama. The AI-enabled platform was integrated to assist via webchat and in Costa Rica and Guatemala, it was also integrated with Facebook Messenger. The AI platform was designed to answer queries on balance, accumulated points, account status, exchange rate, and social security information. It was also connected to other customer service tools, such as Genesys Engage, allowing for the transfer of queries to human agents when necessary. This automation strategy proved to be a key ally during the pandemic, ensuring continuity of service and allowing the bank to get closer to the customer and improve efficiency.

• The implementation of Aivo's conversational AI solution has allowed BAC Credomatic to provide an automated and efficient experience to its customers. The bank has been able to maintain its digital presence and strengthen its customer relationships without compromising on empathy and approachability. The AI solution has also enabled the bank to handle customer queries more efficiently, reducing the need for human intervention. Furthermore, the solution has proven to be a valuable tool during the pandemic, ensuring continuity of service and allowing the bank to get closer to its customers. The bank's successful implementation of the AI solution was recognized in the Aivo Awards 2021 in the category of Outstanding Banking Integration.

• The AI solution effectively answered 94% of the queries received.

• The average response time was 1:07 minutes.

• Only 23% of the queries were transferred to human agents.