Case Study: Banco Bolivariano turns WhatsApp into its best-performing sales channel with Aivo by Engageware

Banco Bolivariano automates 98% of WhatsApp inquiries with Engageware

Banco Bolivariano faced a challenge with its existing customer service model, which relied heavily on human agents, lacked 24/7 availability, and had no scalable way to handle growing inquiry volumes without adding staff. To address this, the bank turned to Engageware and implemented its Aivo Virtual Agent solution.

By deploying Engageware's solution on WhatsApp, Banco Bolivariano automated 98% of its inquiries through that channel, which led to a 46% reduction in call center volume. The implementation proved highly effective for sales, with 56% of WhatsApp customers expressing interest in additional services, more than double the rate seen on the phone, and all with only a 3% human transfer rate.

Banco Bolivariano