Case Study: Banco Comafi achieves 98% interaction resolution and 100,000 monthly WhatsApp self-service interactions with Engageware

Banco Comafi - Customer Case Study

Banco Comafi, a leading Argentine bank with 77 branches, faced growing customer expectations and rising interaction volumes that strained traditional support channels. In 2019 the bank sought a simple, fast and secure omnichannel solution to provide 24/7 personalized service and improve resolution rates across digital channels.

Working with Engageware, Banco Comafi launched Sofia, an AI virtual assistant deployed on web, mobile and WhatsApp and extended via Engageware Studio to support 34 transactional integrations (e.g., balances, payments, cardless withdrawals). The rollout drove a 387% surge in interactions in 2020, grew to 1.27M sessions in 2023 (~100K monthly conversations), achieved a 98% resolution rate with only 5% escalations, 2:30 average engagement time, and powered a WhatsApp loan campaign (1.5M messages) that returned 93% ROI in two months.

Banco Comafi

Fabián Mealla

Digital Banking Manager