Case Study: a leading private bank achieves 20%+ card upsell conversions with Twixor's WhatsApp and PWA automation

How a Multinational Private Sector Bank Automated Service Operations & Achieved 20% Upsell Via WhatsApp & PWA

The customer, a leading private bank, faced the challenge of automating its daily banking operations to reduce reliance on apps, ATMs, and branch visits. They needed to transform services like debit card upgrades and instant loans, requiring a custom AI bot that could synchronize with their databases for real-time responses. To address this, they partnered with vendor Twixor.

Twixor built an AI and NLP-powered virtual assistant accessible via WhatsApp and Progressive Web Apps (PWA). The secure solution handled over 20 use cases, including fixed deposit renewals and credit card EMI calculations, without requiring user passwords. This implementation by Twixor led to a significant business impact, processing approximately $4.57 billion in NRI FD renewals and achieving over 20% upsell conversions on debit and credit cards.