The challenge
A regional bank with 2 million customers spent $4.2M annually on a saturated call center where 78% of tickets were repetitive inquiries about balances, transactions, card blocks, and transfers. Average wait times were 18 minutes.
The solution
We developed an omnichannel conversational agent (WhatsApp, App, Web) with Claude fine-tuned on LATAM banking regulation, integrated in real time with the core banking system. The agent handles complex flows like disputes, cancellations, and credit applications.