Why this matters

Easier answers keep customers. Harder ones lose them

Customers say ease of resolving their issue matters most. After repeated bad support experiences, 28% reduce spend and 31% stop doing business with the institution entirely.

The Fall Product Release responds on three fronts: Conversational Search lets employees follow up inside Enhanced Search, Knowledge Management APIs bring governed answers into the tools teams already use, and Scheduler for Salesforce adds tighter control over scheduling, notifications, and admin configuration.

What’s inside

Follow-up answers. Governed knowledge. Tighter scheduling.

• How Conversational Search lets employees ask follow-up questions in Enhanced Search without starting over.
• How Knowledge Management APIs bring governed answers into CCaaS, CRM, and ticketing systems.
• What’s new in Scheduler for Salesforce v16.4.3, including registration windows and schedule delegation.
• How Classes & Occurrences handle seminars and workshops with capacity limits that prevent overbooking.
• What’s Next: A first look at appointment scheduling moving from a booking tool to a revenue driver.

Why this matters

When fraud alerts became a branch visit

For a bank serving more than 23 million customers, fraud alerts created friction at exactly the wrong moment. When suspicious purchase activity needed resolution, customers were pushed out of the digital experience and into a call center or branch. The security control worked, but the resolution path still depended on people.

Cases that reached a live agent averaged 24:43 minutes of handling time. The bank needed to resolve more requests in real time, without weakening fraud controls or adding pressure to service teams. The goal was not to deflect customers, but to let them complete the underlying banking task in the same conversation.

What’s inside

What you’ll learn

• How Engageware’s Virtual Agent, Studio, and Live work together to resolve fraud alerts inside a single WhatsApp conversation
• Which transactional flows Studio executes automatically, from card activity and account-to-account transfers to credit disbursement
• Why 92.17% of sessions were contained without human escalation, above the sector benchmark
• How nearly 8 in 10 conversations triggered a real transactional workflow, not just an answer
• What’s next as the bank extends this model beyond WhatsApp into mobile and web channels

Why this matters

Customer engagement needs execution, not another chatbot

Answering a question is only the beginning. Agentic AI can interpret intent, apply business rules, act across systems, and preserve governance throughout the customer journey.

What’s inside

From conversation to completed action

• The difference between conversational and agentic AI
• How agents plan, act, and adapt toward a customer goal
• Where governance and human oversight fit
• A practical roadmap for regulated enterprises

Why this matters

SMS was built to notify. RCS is built to resolve.

Customers can view rich content, verify the sender, and act without switching apps. RCS turns the messaging inbox into a secure engagement and conversion channel.

What’s inside

Turn every message into an opportunity

• How RCS differs from traditional SMS
• Banking use cases from fraud alerts to onboarding
• Ways to combine rich media with one-tap actions
• How verified messaging reduces fraud and phishing risk

Why this matters

A Cost-Saving Tool Becomes a Revenue Channel

Banco Bolivariano set out to become the first bank in Ecuador to launch a true omnichannel conversational banking strategy — proving that a channel customers already trust can outperform a traditional agent-led model. By turning WhatsApp into an AI-powered digital banker, the bank cut call center volume by 46% while opening a new revenue stream: WhatsApp customers expressed interest in additional products at more than double the rate of phone customers (56% vs. 23%). For any bank wondering whether conversational AI can do more than deflect tickets, this is proof it can drive revenue too.

What’s inside

From Balance Checks to Cross-Sell

• How Avi24 handles balance inquiries, card blocking, and international card activation conversationally
• Why WhatsApp became Banco Bolivariano’s primary service channel, backed by Meta green-tick verification
• How OTP-based identity verification secures every sensitive interaction
• How Genesys integration gives human agents full conversation history on handoff
• How service interactions turn into product offers, driving a 56% cross-sell interest rate
• The results: 98% automation, 46% call center reduction, 271% growth in daily automated queries

Why this matters

The Chatbot That Wasn’t Enough

Bancor had already invested in a chatbot — and watched it fall short, leaving issues unresolved and straining human agents. Its turnaround shows that swapping in a more capable AI suite, not just adding automation, is what moves the needle: WhatsApp went from one of Bancor’s least-used channels to handling 80–90% of all customer interactions, with an 85% first-interaction resolution rate. For institutions stuck with an underperforming bot, this is a blueprint for what a real fix looks like.

What’s inside

A Full AI Suite in Action

• How EO, Bancor’s AI-powered virtual assistant, resolves account, card, and billing questions in one interaction
• How OTP-based identity verification enables secure transactions directly inside WhatsApp
• How Engageware Live Agent handles seamless escalation for the 15% of cases that need a human
• How Engageware Engage powers 30,000 monthly personalized outbound interactions
• Why WhatsApp usage grew 72% in the first year and became Bancor’s primary digital service channel
• The results: 135,000+ monthly interactions and satisfaction up from 2.5 to 3.7 out of 5

Why this matters

The Demographic Assumption That Was Wrong

Pensiones Banorte serves retirees — a demographic financial institutions often assume will resist digital channels. The results say otherwise: consultations grew 670% in the first year, and a fully automated credit application feature generated more than $2 million in revenue in its first month alone. This case study challenges a common assumption in financial services and shows what happens when a virtual assistant meets customers on the channel they already know and trust — WhatsApp.

What’s inside

Inside a Retiree-First WhatsApp Experience

• Why Pensiones Banorte chose WhatsApp over a banking app or web portal to reach retirees
• How voice biometric authentication (Level 4 security) replaced passwords and PINs
• How the virtual assistant handles balance requests, payment dates, document submission, and credit applications end-to-end
• How a fully automated credit application feature generated $2M+ in revenue in its first month
• Why 43% of all monthly services are now handled by the virtual assistant
• The results: 670% growth in consultations, 300% increase in WhatsApp sessions, 80% customer satisfaction

Why this matters

Disconnected channels create disconnected outcomes

Customers repeat themselves when messaging, calls, campaigns, and live service operate separately. Aivo Suite preserves context and orchestrates the journey from first message to completed outcome.

What’s inside

One platform. One continuous customer journey.

• How five products support one connected journey
• Where AgentBot, Live, Studio, Voice, and Engage fit
• How policy-aware workflows protect regulated interactions
• Customer examples and measurable results