ArgentinaFinance and insurance2026 – ongoingBanco Macro
MacroChat generative-AI banking assistant on WhatsApp
Banco Macro replaced its menu-based WhatsApp bot with MacroChat, a generative AI assistant that takes text, audio and images
Problem
Banco Macro's earlier WhatsApp channel, BancoChat, worked through menus. Customers had to navigate options to check balances or make payments.
Approach
In August 2026 the bank launched MacroChat on the same WhatsApp number. It uses generative AI, accepts text, audio or images, remembers earlier parts of the conversation and handles several requests in one message. It runs 24 hours a day and hands the chat to a human agent when a query is beyond the AI or the customer asks for a person.
Results
No published figures
Takeaway
The bank kept the existing WhatsApp number and chat history, so customers did not have to change channel. No usage figures were reported at launch.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The Mendoza daily reports the launch of MacroChat on WhatsApp, replacing BancoChat. It lists the functions (balances, transfers, bill payments, card management, account opening), context memory, multi-request handling, 24-hour service and human handoff. It gives no usage statistics.
Full details are in the original sources.