Case Study: Pensiones Banorte achieves 300% increase in handled customer queries via WhatsApp and fully automated credit applications with Engageware

Banorte Pensiones Enhances Customer Service with a 300% Increase in Customer Queries through WhatsApp's Virtual Assistant

Banorte Pensiones, the pension payments division of Mexico’s Banorte, faced the challenge of serving an older, digitally hesitant customer base while meeting rising expectations for fast, convenient service. With customer queries surging (a reported 300% increase in WhatsApp sessions) and a need to introduce new offerings to a captive retiree market, the bank prioritized improving digital adoption and delivering personalized, omnichannel support.

By deploying Engageware’s AI virtual assistant across WhatsApp, web and mobile, Pensiones Banorte delivered 24/7 automated support with voice authentication and a fully automated credit application on WhatsApp. The solution now handles 43% of monthly services, achieves an 80% customer satisfaction rate, enabled 100% automated credit processing (generating over $2M in its first month), and scaled sessions to over 25,000—significantly boosting engagement and operational efficiency.

Pensiones Banorte

Andrés Gallegos Garza

Subdirector of Alternative Channels