Talk to an expert

Case Study

Bancor Resolves 80,000 Monthly Queries and Turns WhatsApp Into Its Highest-Volume Service Channel

Argentina’s Bancor replaced an underperforming chatbot with a full AI suite. WhatsApp usage grew 72% in the first year, with 85% of inquiries resolved on the first interaction.

Download now

85%

First-interaction resolution
rate via Virtual Agent

72%

Growth in WhatsApp
usage after deployment

+135K

Total monthly customer
interactions across the AI suite

2.4-3.7

Customer satisfaction score
improvement (out of 5)

Why this matters

The Chatbot That Wasn’t Enough

Bancor had already invested in a chatbot — and watched it fall short, leaving issues unresolved and straining human agents. Its turnaround shows that swapping in a more capable AI suite, not just adding automation, is what moves the needle: WhatsApp went from one of Bancor’s least-used channels to handling 80–90% of all customer interactions, with an 85% first-interaction resolution rate. For institutions stuck with an underperforming bot, this is a blueprint for what a real fix looks like.

Download now

What’s inside

A Full AI Suite in Action

  • How EO, Bancor’s AI-powered virtual assistant, resolves account, card, and billing questions in one interaction
  • How OTP-based identity verification enables secure transactions directly inside WhatsApp
  • How Engageware Live Agent handles seamless escalation for the 15% of cases that need a human
  • How Engageware Engage powers 30,000 monthly personalized outbound interactions
  • Why WhatsApp usage grew 72% in the first year and became Bancor’s primary digital service channel
  • The results: 135,000+ monthly interactions and satisfaction up from 2.5 to 3.7 out of 5

From an underperforming chatbot to 85% first-interaction resolution

Download the full case study to see how Bancor replaced a limited chatbot with Engageware’s full AI suite — transforming WhatsApp into its highest-volume service channel and resolving 85% of inquiries on first contact.