Answer loan status questions on WhatsApp with an agent that knows business hours

Agibank, a Brazilian bank, chose loan status checks as its first agent job because they were frequent and simple. A loan status agent on WhatsApp gives customers instant updates on their loan proposals using data in Service Cloud and routes riskier cases to staff. When someone needs a person, it checks the time: during business hours it moves the chat to the right queue, and after hours it explains when and how a rep can be reached. Three weeks after launch the bank reported 22,500 inquiries a month handled by the agent with 75% deflection, and 245,000 handled since launch. The agent now also sends loan approval messages and suggests related services.