Cash · Banking & finance
We automated customer service for a leading finance company in Uruguay
We integrated a chatbot into its WhatsApp channel to send personalized promotional messages, handle loan applications, check application status, and manage customer documentation. We also added branch location based on the user's position and automatic scheduling of loan payment dates. Loan applications through this channel rose 412%, and 82% of users resolved their questions without visiting a service office or making a phone call.
The challenge
Cash, a leading finance company in Uruguay, wanted to resolve more customer queries without people having to visit an office or make a phone call. Tasks like applying for a loan, checking an application's status, or handling documentation still depended on traditional service. That dependency limited service capacity at times of peak demand and forced customers to adapt to office hours to handle tasks that could be done at any time.
The solution
We integrated a chatbot into its WhatsApp channel to send personalized promotional messages, handle loan applications, check application status, and manage documentation. We also added branch location based on the user's position and automatic scheduling of loan payment dates. The chatbot resolves these operations within the same conversation, available at all times, so the customer does not have to switch channels or wait for an agent to move their request forward.
The impact
Loan applications through this channel rose 412%, and 82% of users resolved their queries without visiting a service office or making a phone call. The automation expanded the company's service capacity and gave customers a self-service channel available at all times. By routing the most frequent queries to the chatbot, the company also freed its teams to focus on the cases that require personalized attention.
