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A simpler, more integrated, and self-managed banking experience.
Banco Comafi, in collaboration with Aivo, has introduced a new feature in its virtual assistant that automates one of the most critical and operational steps in the banking journey: card delivery.
Now, users can interact directly on WhatsApp to check the status of their card, schedule delivery, or arrange branch pickup—choosing the date, time slot, or branch that best suits them. All of this is seamlessly integrated with the bank’s CRM, delivering a more contextual, faster, and efficient experience.
Impact on operations and customer experience
This new Delivery feature was designed to address a common challenge in the financial industry: high rates of undelivered cards and subsequent destruction, which generate significant logistical, operational, and customer service costs.
Thanks to automation, Banco Comafi has achieved:
- Reduced call center volumes.
- Greater efficiency in card delivery.
- Improved customer experience, even among retirees.
- Lower costs by avoiding unnecessary card destruction and reissuance.
The WhatsApp channel already outperforms all other bank channels in NPS, including among retirees, and this new functionality builds on that success.
And there’s more ahead: the next step already in development is proactive WhatsApp notifications to inform customers when their card is ready for pickup, further amplifying the impact of this experience.
A seamless end-to-end journey
From the very first message to final confirmation, Sofía, Banco Comafi’s virtual assistant on WhatsApp, guides customers with clear responses, personalized options, and processes that take just minutes—no calls or extra steps required.
“We are proud of this evolution, not only for its innovation but also for the real impact it is already having on our customers. The Delivery experience is now live, fully integrated with our CRM, and continues to move toward a 100% self-managed service.”
— Fabián Mealla, Digital Banking Manager at Banco Comafi
With Banco Comafi leading the way, and Aivo as its strategic partner, this milestone proves that the future of banking lies in simple, self-managed, and innovative customer experiences.
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