Arkano enables faster response to Pronto customers

Problem Statement: Financial institution in Uruguay with over 250,000 clients needed to provide a faster response to clients without hiring more agents.

Solution: A chatbot solutions was implemented allowing clients to interact with the chatbot for frequent Q&A

Outcome: This solution reduced the number of inquiries received by 40%, about 64 hours a month, increased the response time, and allowed the agents to focus on more complex questions.

Pronto, a financial institution leader in consumer loans in Uruguay with over 250.000 clients needed to provide a faster response time to clients in its Service Desk.

They were saturated with calls, emails and in-person questions. Therefore the client needed to provide a way to serve an ever-growing number of inquiries in less time with the current resources, avoiding just hiring more agents. This meant improving its operational efficiency while also improving its customer satisfaction.

Client’s inquiries would take up to one hour to get a response and after a first analysis it was discovered that many of them were the same. This allowed Arkano to suggest a Chatbot solution using Microsoft BotFramework, LUIS (Language Understanding) and Bing Spell Check that allowed clients to interact online with the chatbot for frequent Q&A. This solution reduced 40% the number of inquiries received by agents, freeing them in 64hs/month on average, allowing them to focus on more complex questions, improving response times and customer satisfaction with the same Service Desk team.