Bank

Digital transformation

Innovation in digital banking with a self-service chatbot

Context and Challenge

The bank faced a growing demand for digital support and did not have a system that allowed customers to manage themselves quickly and securely. The lack of a self-service channel led to delays, high operational load for the team, and a poor experience for users needing to resolve simple tasks outside traditional hours. The challenge was to provide immediate support 24/7, improve customer satisfaction, and optimize team resources.

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Customer Objectives

  • Enhance user experience.
  • Provide 24/7 support.
  • Boost digital innovation.
  • Promote customer self-service.

Solution

A self-service chatbot was developed with an advanced security layer based on OTP (One-Time Password), ensuring user validation for each operation. The solution automated inquiries about cards, statements, transactions, and frequent requests, as well as critical processes like travel notifications and purchase authorizations. Thanks to the “EO – BCR chatbot”, customers can manage their operations immediately and securely, freeing the bank’s team from repetitive tasks.

Results and benefits

Reduction in times

Incorporating Chatbot with automated processes.

Greater satisfaction

Thanks to self-service available 24/7.

 

Digital innovation

of the bank with the incorporation of the Chatbot.

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