AI customer-support agent with 300+ resolved reasons, native CRM integration and proactive alerts.
Customer Support is Delto’s AI agent for banking customer service. It is not an FAQ chatbot: it is artificial intelligence applied to customer service that executes real actions. It blocks cards, issues virtual ones, opens disputes with the evidence collected in the chat, checks ticket status and proactively notifies the customer when the case moves forward, without being asked.
The difference between a customer service chatbot and an agent is resolution. FAQ bots reply with canned text and escalate everything else. Delto’s agent classifies among more than 300 contact reasons without hardcoded rules, queries the bank’s knowledge base with RAG, executes the action in the right system and communicates the result. Humans step in only for sensitive exceptions, with the full conversation context.
The impact of AI on banking customer service shows up in the operation: 80% lower cost per inquiry versus a human operation, 90% shorter resolution time, a 100% response rate with no overflow during peaks and more than 300 contact reasons covered in production. Ficohsa went from escalating 90% of cases to resolving 90% with the agent, and its service team now only handles sensitive cases.
Giving an AI access to the bank’s CRM and core is only viable if security comes solved out of the box. Every action the agent takes is signed with a timestamp in an immutable audit trail, personal data is masked before reaching the model, response times are auditable per channel and case type, and sensitive complaints escalate to a human with full handoff, as financial consumer protection rules require.
The agent integrates bidirectionally and in real time with Salesforce, Zendesk and Genesys, and coexists with the bank’s contact center: the AI absorbs the repetitive volume and the human team specializes in high-value cases. WhatsApp for quick resolutions, webchat for complex cases and voice for emergencies, with the same agent keeping the context.
Delto is the conversational AI agent suite built exclusively for banks across LATAM and the Caribbean. With over 10 years of banking experience, its agents run on WhatsApp, web and voice with compliance solved from day one, and your first agent can be in production in weeks, not months. The suite includes Studio to build agents without code, Engage for proactive campaigns, Analytics to measure operations, Pulse to capture the voice of the customer and Loop for handoff to human agents, on top of 340+ proven banking skills and auditable risk controls.
Delto — The Agentic Banking Suite. Conversational AI agents for banks across LATAM and the Caribbean: conversational banking, compliance by design and time-to-value in weeks. Request a demo to see the platform running on your own channels.
A chatbot answers frequent questions with canned text. An AI agent executes actions: it blocks cards, opens disputes, issues virtual cards and notifies the customer when their case moves forward. Delto’s agent covers more than 300 contact reasons end to end.
In production, around 90%. Ficohsa went from escalating 90% of cases to resolving 90% with the agent. The human team steps in only for sensitive exceptions, with full conversation context.
Through bidirectional, real-time connections to Salesforce, Zendesk and Genesys. The AI absorbs repetitive volume and sensitive cases escalate to the human team with full handoff, so the customer never repeats anything.
Yes, if the architecture is designed for it. Every action is signed in an immutable audit trail, personal data is masked before the model and the agent’s permissions are granular and auditable. That is the foundation of Delto’s compliance by design approach.