ArgentinaFinance and insurance2020 – ongoingBBVA Argentina
Aivo virtual assistant on the public website
BBVA Argentina's website assistant resolved 97% of queries automatically, in under a minute on average
Problem
BBVA Argentina needed to answer a growing volume of customer questions on its public website as digital use rose.
Approach
The bank worked with the AI customer-service firm Aivo to put a virtual assistant on its website. By August 2020 it had been running for about four years.
Results
Takeaway
The bank reported that nearly all website queries were closed without a person. The figures are the bank's own and it did not say how they were measured.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
BBVA's Argentine site reports that its Aivo-built website assistant resolves 97% of queries automatically in under a minute on average. It also cites about 244% growth in digital sessions from 2016 to 2019. A banner on the page shows 96%, which differs from the headline and body.
Full details are in the original sources.