A traditionally in-person service finds a new front door. Together with Dialogus and Jelou, Banco Azteca lets customers get real-time currency quotes on WhatsApp and continue the cash exchange at a branch.
Customers go digital. Cash stays in their hands
Banco Azteca's currency business started from a familiar operation: exchanging one currency for another across its branch network. The need to transform it arose when customers began looking for more digital products, even while still holding cash dollars.
The challenge was to connect that demand with in-person service. Checking a quote from a phone had to be part of the same service the customer would find on arriving at the bank.
From a rigid model to a conversational agent
The evolution left behind a highly structured model in favor of a simpler interaction. The agent lets customers check buying and selling of euros, US dollars and Canadian dollars, with real-time quotes and conversations in Spanish, English and French.
The experience combines artificial intelligence, geolocation and a pricing strategy that makes it possible to offer a quote based on where the customer is. From WhatsApp, the person checks the rate and can go to a branch to complete the transaction in cash.
A transformation that also happens inside the bank
For Humberto San Juan, head of the currency exchange business at Banco Azteca, the change required integrating talent, infrastructure, architecture and user experience. Working with Dialogus and Jelou made it possible to bring AI agents into a traditional product, within the culture of Grupo Salinas.
The result the spokesperson highlights is an easy-to-access omnichannel product: the digital conversation brings the customer closer to the bank and connects with a service completed in its physical network.
The evolution, in Banco Azteca's words
“We moved to a model that became much simpler, easier and more conversational.”
