Banco Comafi's Digital Transformation: Enhancing Customer Experience with AI

Banco Comafi is a leading Argentine bank with 77 branches across multiple provinces. The bank operates in all sectors and has been one of the fastest-growing private Argentine capital entities in recent years. It is part of a group of financial service providers together with TCC, Nubi, and PayPal. Known for its innovative approach and adoption of new technologies, Banco Comafi is leading a digitalization process within the Argentine banking industry.

Banco Comafi, a leading Argentine bank, was facing the challenge of providing first-class support to its customers in a rapidly evolving technological landscape. The bank recognized the need for a new communication channel that could provide immediate, personalized, and decisive responses to customer queries 24/7. The goal was to complement their existing internet banking services with a new, disruptive service model that could meet the changing expectations of their customers, who were increasingly demanding instant solutions and personalized responses.

Banco Comafi partnered with Aivo to create Sofía, a conversational bot powered by artificial intelligence. Initially, Sofía was integrated into the bank's customer service strategy as the first point of contact for customers, handling queries about products, services, benefits, and issues with navigating the bank's digital channels. The bot was first implemented on the bank's web chat and then on WhatsApp, reflecting the users' preference for this channel. In 2020, in response to the pandemic and the increased demand for digital services, the bank upgraded Sofía to a 2.0 version. This version incorporated new features, such as the ability for customers to make transactions and bank operations within the bot, and provided personalized information. The bank also made several integrations in Aivo Studio, such as recognizing the customer and his/her name, providing customized information about account balances, transactions, card details, and more.

• The implementation of Sofía has significantly enhanced Banco Comafi's customer service. The bot's personality, empathy, and human touch have helped to generate a sense of identity and belonging among customers. The bank has also been able to provide more direct service and offer immediate answers to simple questions tailored to each customer. The integration of Sofía into the bank's digital platforms and the addition of new features and capabilities have elevated the customer experience, especially on WhatsApp, the most widely used application in Argentina and Latin America. The bank has also been able to reach customers in a more direct and differentiated way. Furthermore, the bank has prioritized Sofía in all banking strategies and has integrated the avatar into marketing and communication campaigns, further enhancing its visibility and impact.

• Sofía grew 387% in 2020 and 40% in 2021.

• In the last quarter of 2021, it served more than 27,000 customers in 40,000 sessions that generated more than 150,000 interactions on average per month.

• Sofía achieved a 95% effectiveness rate and an average response time of less than 1 minute.