Context
Banco Guayaquil wanted to speed up the renewal of consumer loans for customers who already qualified, without relying on a process dependent on branches and paperwork that could take several days.
The opportunity was to bring the offer closer to the customer, reduce steps, and measure campaign performance in real time.
The challenge
The bank needed to reach only pre‑qualified customers, present offers tailored to their profile, and complete the application with compliance and traceability.
It also required an operation capable of measuring conversion while the campaign was live, in order to adjust messaging and contact frequency.
The solution
Banco Guayaquil reached out in a segmented way to 1,884 pre‑qualified customers directly on WhatsApp. An agent guided customers through the explanation of terms, identity confirmation, and application management within the conversation.
Integration with the scoring engine and core banking system enabled automated approval and disbursement. Acceptance and signature were completed digitally, with a record of every step.
Results
The campaign placed USD 700,000 in new loans, with 217 loans issued out of 1,884 customers contacted and an overall conversion rate of 15 %.
Application time dropped from days to minutes, reducing operational load at branches and giving the bank visibility into campaign performance.
Voice of the customer
"Working with Jelou's Brain flows has been a very smooth experience for our team. The platform has allowed us to iterate quickly and roll out AI initiatives in a practical, friction‑free way within the bank. What stands out most is how it makes building complex flows and orchestrations with AI agents feel intuitive".
Hugo Porras Encalada
Head of Research and Development, Banco Guayaquil
"Jelou has been our ally in improving service across our digital channels, enabling capabilities not only to automate self‑service on WhatsApp but also to extend those capabilities to our social media. Having a partner with the right tools lets us experiment and scale our projects consistently, in line with the growing demand on our channels.
This has made these channels an option used by customers of all ages, helping them avoid having to travel for simple transactions that would otherwise require an in‑person channel".
Gabriela Pardo
Customer Care Manager - Digital Ecosystem, Banco Guayaquil
