200%
increase in new WhatsApp sessions in 4 months
43%
of monthly services are handled by the Bot
18%
reduction in cost per customer
200%
increase in new WhatsApp sessions in 4 months
43%
of monthly services are handled by the Bot
18%
reduction in cost per customer
Pensiones Banorte understands what is important to its customers: the freedom to operate autonomously, in a channel that is familiar and comfortable for everyone. In order to offer an effective self-service and facilitate processes for their users, they chose to implement AgentBot, Aivo's AI-powered conversational platform.
Offering natural and unstructured conversations was a priority for Pensiones Banorte from minute one, which is why conversational AI is their best ally. Simple and instant resolution of queries is the priority, no matter which channel each customer chooses: WhatsApp, web chat or mobile app.
A truly efficient service is a service that can be resolved instantly. Pensiones Banorte understood this perfectly, and decided to prioritise integrations that facilitate the processes and management of procedures for its users. For this reason, it's bot not only answers queries in an automated way, but also resolves and facilitates in a personalised way:
The familiarity of a channel like WhatsApp Business is a great advantage to facilitate bot adoption. Offering personalized and responsive 24/7 attention in a channel that customers already use and trust is critical to improving the user experience and achieving greater satisfaction. Implementing AgentBot in WhatsApp has allowed Pensiones Banorte to improve efficiency in the management of queries and procedures, which translates into time and resource savings for the financial institution and greater efficiency for its customers.
"(WhatsApp Business) is very useful for companies that want to communicate effectively and directly with their customers through the platform." - Orlando Neri López - Head of Pensiones IT Operations
To ensure security and provide a unique experience to its customers, Pensiones Banorte has a voice identity authentication method. Firma de Voz Banorte (Banorte Voice Signature) is used to resolve personalized queries and manage transactional procedures through WhatsApp.
The process is simple: the client sends a voice note with a specific phrase, and thanks to voice biometrics technology, the bot allows the personalized service to continue. Banorte Voice Signature is considered the highest level of security (level 4) in digital channels, as it allows validation of a person's identity accurately and securely. In this way, Pensiones Banorte not only guarantees the security of its customers but also provides them with a more convenient, efficient, and innovative experience in the management of their banking procedures.
"(WhatsApp Business) is a tool that helps us to enhance contact with the bot through proactivity". - Carlos Mauricio Alvarado López - Pensiones IT Project Manager
The impact of implementing an automation strategy in WhatsApp Business paid off almost instantly. Here, is a brief summary of its key results.
In just 4 months of implementation:
In one year of implementation:
Pensiones Banorte is dedicated to the management of pension payments derived from the Social Security Laws IMSS or ISSSTE, which protect workers in the event of permanent disability, disability, retirement, severance in advanced age, old age, or death.
In addition to ensuring compliance with these laws, Pensiones Banorte focuses on providing its customers with the best service and benefit alternatives to enjoy a safe and reliable pension.
The financial institution strives to offer personalized and efficient solutions that meet the needs of its customers and allow them to enjoy their pensions in a calm and comfortable way.
