Case Study
Banco Bolivariano Turns a Messaging App Into Its Best-Performing Sales Channel
Ecuador’s Banco Bolivariano moved customer service and sales into WhatsApp. The Virtual Agent now automates 98% of inquiries and drives product interest at more than double the rate of any other channel.
98x
Of inquiries automated
through WhatsApp
46%
Decrease in call
center volumes
56%
Of WhatsApp customers express interest in additional services
82%
Average Virtual Agent
efficiency across all channels
Why this matters
A Cost-Saving Tool Becomes a Revenue Channel
Banco Bolivariano set out to become the first bank in Ecuador to launch a true omnichannel conversational banking strategy — proving that a channel customers already trust can outperform a traditional agent-led model. By turning WhatsApp into an AI-powered digital banker, the bank cut call center volume by 46% while opening a new revenue stream: WhatsApp customers expressed interest in additional products at more than double the rate of phone customers (56% vs. 23%). For any bank wondering whether conversational AI can do more than deflect tickets, this is proof it can drive revenue too.
What’s inside
From Balance Checks to Cross-Sell
- How Avi24 handles balance inquiries, card blocking, and international card activation conversationally
- Why WhatsApp became Banco Bolivariano’s primary service channel, backed by Meta green-tick verification
- How OTP-based identity verification secures every sensitive interaction
- How Genesys integration gives human agents full conversation history on handoff
- How service interactions turn into product offers, driving a 56% cross-sell interest rate
- The results: 98% automation, 46% call center reduction, 271% growth in daily automated queries
See how Banco Bolivariano turned WhatsApp into its top sales channel
Download the full case study to see how Avi24 by Engageware automated 98% of WhatsApp inquiries, cut call center volume by 46%, and turned everyday banking conversations into new revenue — all without adding headcount.