Case Study: Leading Latin American Bank achieves 81.29 NPS and 50% faster response times with Sprinklr

Latin American bank transforms CX, reduces response time by 50%

Leading Latin American Bank wanted to transform its customer experience across social channels, moving from a reactive support model to a more proactive, insight-driven approach. Using Sprinklr’s unified, AI-powered customer service platform, the bank aimed to overcome the limits of its legacy community management tools, which lacked automation, customization, and full visibility for agents.

Sprinklr implemented an omnichannel console with AI-driven case summaries, automated tagging and routing, smart response suggestions, and real-time dashboards across seven social channels. The results included a 50% reduction in first response time, average resolution time of 21 minutes and 23 seconds, and 100% AI categorization and assignment of 116,061 cases. The bank also reached an NPS of 81.29 in 2025, improving customer satisfaction and strengthening brand protection.