Banco Patagonia Case Study
Future of Customer Service.
Banco Patagonia, a cornerstone of the Argentine financial sector, excels in delivering a wide array of banking services, from everyday transactions to sophisticated financial products. Known for its commitment to innovation and customer service, Banco Patagonia continues to set benchmarks in the industry, consistently enhancing its digital presence and operational efficiency.
The Project.
Banco Patagonia recognized the need to transform its customer support infrastructure to meet the evolving expectations of its customers. They wanted a seamless solution to integrate the PADI chatbot across multiple platforms and channels, ensuring a consistent and practical user experience. To address this, they aimed to develop a Minimum Viable Product (MVP) featuring three key components: a human chat interface, a hybrid chat system, and an intelligent chatbot.
Our Solution.
This initiative was designed to streamline customer interactions, resolve pain points in the call center, and enhance the overall efficiency of their support services. Coderio approached this challenge by applying Design Thinking and NDP methodologies to ensure a deeply user-centric solution. We conducted in-depth research workshops to uncover critical pain points in Banco Patagonia’s existing support system. This research informed the need to develop a custom chatbot with precise functionalities and responses, addressing specific customer needs and improving service delivery.
We meticulously crafted a strategic roadmap in collaboration with Banco Patagonia’s team, integrating our findings into a cohesive plan for implementation. The result was an innovative MVP, featuring a Progressive Web App (PWA) developed with JavaScript and the React framework, seamlessly integrated with the bank’s digital ecosystem. Designed as a turnkey solution, each platform or channel could integrate it simply by passing an access token. For web platforms, it integrated via an embedded iFrame, and for mobile platforms, it utilized a webview. The solution was flexible enough to function on different screen sizes, either as a full-screen display or as a collapsible module.
By delivering this advanced chat solution, we enhanced Banco Patagonia’s customer support capabilities and empowered them with a scalable and adaptable tool designed to meet future demands. Integrating intelligent chat solutions significantly improved service efficiency, reduced operational costs, and provided a smoother, more engaging user experience for customers.
