How a leading Mexican bank resolved 92% of fraud alerts on WhatsApp without human escalation
Case Study — Financial Services
How a leading Mexican bank resolved 92% of fraud alerts on WhatsApp without human escalation
Turning fraud alerts into resolved transactions.
Fraud alerts were creating friction at exactly the wrong moment. Suspicious purchase activity pushed customers out of the digital experience and into a call center or branch, and cases that reached a live agent averaged 24:43 minutes to resolve.
92
%
Containment rate, resolved without human escalation
20.4
M
Proactive WhatsApp messages sent in 5 months
77
%
Sessions that invoked at least one transactional flow
2.4
M
Digital sessions ser ved Jan-May 2026
Why this matters
When fraud alerts became a branch visit
For a bank serving more than 23 million customers, fraud alerts created friction at exactly the wrong moment. When suspicious purchase activity needed resolution, customers were pushed out of the digital experience and into a call center or branch. The security control worked, but the resolution path still depended on people.
Cases that reached a live agent averaged 24:43 minutes of handling time. The bank needed to resolve more requests in real time, without weakening fraud controls or adding pressure to service teams. The goal was not to deflect customers, but to let them complete the underlying banking task in the same conversation.
What's inside
What you'll learn
- How Engageware’s Virtual Agent, Studio, and Live work together to resolve fraud alerts inside a single WhatsApp conversation
- Which transactional flows Studio executes automatically, from card activity and account-to-account transfers to credit disbursement
- Why 92.17% of sessions were contained without human escalation, above the sector benchmark
- How nearly 8 in 10 conversations triggered a real transactional workflow, not just an answer
- What’s next as the bank extends this model beyond WhatsApp into mobile and web channels
See how fraud resolution moved from call center to conversation
This case study shows how a leading Mexican bank contained 92% of fraud alerts inside WhatsApp, without adding pressure to live agents or weakening fraud controls.
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