Case Study: Banco Bolivariano achieves 97% customer satisfaction with Genesys Multicloud CX

Omnichannel chatbot enhances customer-centricity

Banco Bolivariano, a leading bank in Ecuador, set out to modernize its 20-year contact center to deliver a seamless omnichannel experience. The bank needed a chatbot that could integrate with core banking systems, preserve full conversation context for agents on handoffs, and lift customer satisfaction while handling growing volumes across web and messaging channels.

Using Genesys Multicloud CX with an Aivo-built chatbot (Avi24) and partner Hightelecom, the bank deployed omnichannel self-service on the website, Facebook Messenger and WhatsApp. Avi24 now handles about 70,000 monthly sessions, forwards only 3% of interactions to agents, achieves 97% chatbot interaction satisfaction and helped improve contacts handled within 20 seconds from 65% to 82%—all with the same agent headcount.

Banco Bolivariano

Elsy Mora Morales

Head of Contact Center