Banco Bolivariano's Digital Transformation: Automating Customer Service with AI

Banco Bolivariano, a leading bank in Ecuador, faced the challenge of keeping up with the digital revolution that has swept across all industries, including the banking sector. The bank was used to rigid and bureaucratic processes, and adapting to the rapid changes was a significant challenge. The bank set ambitious goals in 2017 to lead the Ecuador banking sector, provide an innovative customer experience, maintain service effectiveness above 80% in high traffic without using additional resources, and grow the implementation of products for new customers while diversifying the product portfolio for existing customers. The challenge was to meet these goals while providing fast and simple answers to customers at any time and through any channel.

Banco Bolivariano was established in Ecuador in 1980 with the mission of providing high-quality, efficient financial services. The bank has always prioritized its customers, offering personalized and professional services. Today, Banco Bolivariano serves 700,000 customers in Ecuador and continues to lead banking innovation in the country. The bank's customer service team is guided by the mission to provide amazing experiences to its customers.