Financial Services

From a chatbot that answered little to 81% resolved

A self-service agent that authenticates users and resolves products, balances, installments, card blocking and payments in real time.

Agentforce · Data360

81%

Resolution rate, up from 60%

23.5K

Conversations

58%

NPS, up from 51%

8.3

Average satisfaction

24%

Promoters citing speed

“We want to fulfill people's dreams and improve their quality of life. Antartida has been a key partner in achieving this, implementing solutions on time and with excellence.”
José Luis Muñoz Lara — Corporate Head of Digital Banking, Banco Ripley

Challenge

The legacy chatbot had limited responses and low resolution rates, making the team dependent on human agents with significant restart hours. Updates took 5+ hours compared to updating a prompt in Agentforce, limiting the team’s agility.

Proposed Agent

Agent built on Agentforce + Data360, connected to the DataLake and public information sources. Authenticates users and provides real-time answers about products, balances, installments, card blocking, payments, and more.

Methodology

  1. Identified use cases covering +80% of chatbot conversations.
  2. Data360 pilot (6 weeks) + Agentforce pilot (6 weeks).
  3. Four rollout stages: F&F → limited RUTs → Web → Web + Mobile.