Case Study: ICETEX achieves over 70% automated answers, 24/7 accessibility and over 70% cost reduction with Inbenta's AI virtual assistant Camila

ICETEX - Customer Case Study

ICETEX is a Colombian government agency that provides educational loans to low-income, high‑performing students to improve social and economic mobility. Faced with government accessibility requirements that mandate chat support and the need to increase loan uptake and assist users with disabilities, ICETEX needed a scalable, compliant way to answer questions and guide people through its site.

ICETEX deployed Camila, Inbenta’s AI virtual assistant, to answer FAQs, co‑navigate the website and capture feedback for continuous improvement. Since launching in early 2014 Camila has answered more than 1 million questions with a >70% automated response rate, operates 24/7 (replacing limited office‑hour operators), supports text‑to‑speech for disabled users, helps identify common communication gaps via semantic analytics, and reduced support costs by over 70%.

ICETEX