Grupo Petersen's Digital Transformation: A 500% Increase in Bot Inquiries Amid Pandemic

Grupo Petersen is a group of companies established in 1920 and is one of the most important economic groups in Argentina. The group includes Banco Santa Fe, Banco Entre Ríos, Banco San Juan, and Banco Santa Cruz. With a customer base of over 2 million, the group's mission is to become regional leaders in digital banking. The group is currently undergoing a digital transformation process, improving processes, channels, and platforms to offer better service to its customers. The group's banks are constantly evolving to keep up with the modern consumer.

Grupo Petersen, one of Argentina's most significant economic groups, faced the challenge of adapting to the digital age and meeting the evolving needs of its over 2 million customers. The modern consumer's behavior, characterized by curiosity, comparison, and decision-making, made the process of purchasing a product or hiring a service increasingly complex. The company's goal was to become regional leaders in digital banking, which required a comprehensive digital transformation. The arrival of the pandemic further accelerated this need, emphasizing the importance of effective, empathetic, and efficient digital experiences. The company's previous chatbot was limited in resolving customer intents, leading to incorrect answers, negative feedback, and avoidance of the channel by customers.

To address these challenges, Grupo Petersen turned to Aivo’s conversational AI, AgentBot, to automate their service without losing the connection with their customers. The AI chatbot was trained to understand customer requests and questions, provide a series of answers, and resolve frequent concerns. The company also added more than 400 new intents to the bot's knowledge, using multimedia videos and co-browsing to enhance its effectiveness. The co-browsing functionality was particularly useful in helping older customers manage their accounts digitally. The company is also working on integrating the bot with WhatsApp and collaborating with the training department to offer a more personalized service in line with customer needs.

• The implementation of Aivo’s conversational AI, AgentBot, has significantly improved Grupo Petersen's customer service. The bot's ability to understand and respond to customer queries has led to a substantial increase in its usage and a high rate of query resolution. The positive feedback from customers has increased, with customers appreciating the bot’s quick answers, accuracy, and clear information. The average support time has also been significantly reduced. The company values the tool’s flexibility and simplicity, its reports, team trainings, and ongoing support. The integration of the bot with other platforms like WhatsApp is expected to further enhance the customer experience.

• 500% increase in using the bot to resolve queries

• 96.5% of interactions with the bot get an answer

• Positive customer feedback increased by 40%