Case Study: Commercial and Financial Bank (Argentina) achieves 23% higher chat efficiency with Baufest’s virtual assistant

Commercial and Financial Bank improves virtual assistant efficiency by 23% with Baufest

The Commercial and Financial Bank, a major Argentine bank, needed to improve the effectiveness of its existing chatbox to reduce call center volume and provide greater user autonomy. To address this challenge, they partnered with vendor Baufest to enhance the platform, which utilized IBM Watson.

Baufest implemented a solution that involved creating new conversation flows using Spacy and a pre-processing algorithm for training sentences. This improved the natural language processing engine's ability to identify user intentions. The results included a 23% improvement in the efficiency of the existing configuration and a 93% efficiency rate in comprehending client texts, successfully transforming the chatbox into an effective virtual assistant.