Case Study: BAC Credomatic achieves 12% increase in digital collections and 60% faster scheduling with Alvaria

BAC Credomatic Self-service bots and live agents team up to deliver exceptional customer experiences

BAC Credomatic, a Costa Rica–headquartered bank with over 20,000 employees serving Central America, needed to modernize customer interactions and improve collections by offering digital self‑service options. Customers wanted more channels and the ability to complete transactions outside contact‑center hours, so BAC focused on simple, fast and agile bot experiences to reduce escalations and meet after‑hours demand.

Using Alvaria CXP™, BAC deployed a Collections Virtual Agent and built 30 bots across 11 services (from card renewals to loans and collections), integrating authentication and CRM logging to track interactions and outcomes. Combined with Alvaria Cloud Workforce™ for flexible scheduling, BAC cut scheduling time by 60%, improved forecasting and agent empowerment—resulting in 30% of interactions handled outside service hours and a 12% increase in digital collections.

BAC Credomatic

Tomás Odio

Shared Service Manager