Delto turns every banking conversation into continuous learning: its Skills framework guarantees a minimum intent understanding of 98.4% and, through Analytics AI, automatically detects Missing Knowledge, Missing Examples, Prompt Suggestions, and Missing Automation. AI proposes the improvement and specialists validate it alongside the bank.
In an environment where the expectations of financial users change constantly, adaptation is no longer an advantage but a strategic necessity for banks and financial institutions in LATAM . The companies that learn fastest are the ones that manage to build digital banking experiences that are more human, more agile and, above all, more effective. At Delto we live in constant learning mode. Not only because we work with advanced Artificial Intelligence (AI) technologies, but because we take every conversation that customers have with our banking partners' solutions very seriously. Generative AI opened the door to a new era of advanced virtual agents for the financial sector, where the challenge is no longer simply how to present information. Today, the main focus is the content and the real solutions these conversational agents can deliver. In this context, our Skills framework provides a safe, effective and precise foundation to guarantee not only a minimum intent understanding rate of 98.4%, but also to generate proactive insights. These insights make it possible to identify every query or concern that is not yet covered in the knowledge base of the conversational solution . This process drives the constant evolution of the conversational experience in banks. An intelligent conversational solution is not only one powered by a generative AI engine, but one that also has a specialized team dedicated to identifying and capturing unexpected behaviors and turning them into improvement opportunities; and, often, into business opportunities for the financial institution. At Delto, every type of query we automate (partially or fully) is rigorously analyzed and challenged by our team of experts in conversational banking experience. This ensures that the interactions we create are not simple forms or adaptations of other formats, but experiences designed from scratch to be native to conversation. That is why, at Delto, we don't program bots; we design true conversational channels for banks that resolve, automate and learn. "In the era of generative AI, you should not make customers adapt to structured or complex interfaces. On the contrary, you have to adapt the interfaces and experiences to the customers." According to recent UX (User Experience) studies, users' first interactions in conversational channels, and in the bank's digital channels in general, can determine not only brand image and trust, but also whether the user will return to the channel or not. At Delto, to this principle that we apply when building all our solutions for banks in LATAM, we add something fundamental: the first interactions are not the only ones that matter. Every single one of them, from the first to the last, is decisive in maintaining engagement and the relationship with customers. In financial conversational channels , maintaining and increasing user engagement involves much more than presenting the right information. It requires a constant pursuit of improvement and evolution. At Delto we run a collaborative process alongside the bank's team, where we aim for the best possible outcome in every interaction. In some cases this means the full automation of a flow; in others, it may not be possible. That is why it is essential to anticipate every possible user query and design the experience from the user's point of view. Every interaction, an opportunity to learn Every interaction with customers is an opportunity to learn, both for Delto —as automation specialists— and for companies in their relationship with users. Delto's conversational automation platform has two major pillars that enable automated, constant learning: Advanced analytics: Our analytics tool performs detailed tracking of each interaction from start to finish, applying: Execution results Tags based on business rules Quality indicators Customer feedback Tone and sentiment analysis Custom business metrics AI module for continuous evolution: This module automatically detects and generates different types of improvements for the Skills of the conversational solution. All these indicators are stored for each interaction and are analyzed both by AI and by our BI team to detect improvement opportunities . Missing Knowledge Delto's Analytics AI module analyzes the conversations between end customers and virtual agents. It is able to identify and prioritize all the knowledge, data, skills, information sources or contexts that the solution may be missing in order to respond with 100% accuracy to every request received. This way, we can improve the performance of each Skill in the solution in a short time and cover the largest possible number of concerns from customers at financial institutions. Missing Examples Users tend to express themselves in many different ways when making a request. Our AI module learns from every interaction, from local idioms and from the particularities of each bank's audience in LATAM. Even so, the Analytics learning module identifies all the possible phrases or expressions that should be incorporated, and detects duplicates to keep the knowledge base optimized and relevant. Prompt Suggestions As specialists in automation and in the experience of conversational channels for banks and the financial industry in general, at Delto we have a knowledge base and a team of specialists that allow us to identify patterns, behaviors and guidelines regarding the prompts for the AI engine. This lets us detect improvement opportunities for the prompts. In this sense, thanks to our Analytics AI product we can analyze all the prompts used in each conversational solution and automatically suggest a list of improvements and recommendations to optimize service quality. This entire process is done automatically, from the detection of these improvement opportunities to the application of the suggested change. Everything is developed by AI and is validated/approved by our specialists together with the bank's team of experts. Missing Automation Sometimes the integrations or IT services needed to fully automate a flow are not available. In those cases, Delto's solutions offer between three and four alternatives that keep the user experience fluid and consistent, without overloading the bank's technical or development team. When there are frequent user queries or concerns that are not being fully automated due to a lack of IT services, our Analytics AI engine is able to detect these cases and report them to the analytics module as possible automation gaps; in other words, key opportunities to automate flows and improve the quality of the service provided. At Delto we work with the conviction that having a generative AI engine on its own is not enough to achieve the desired automation and quality in the LATAM banking sector. It takes a solid, conscious and human process that cares for every interaction and acts accordingly so as not to fail twice on the same query. Our platform does not adapt or “learn” simply because it has AI. It adapts because it was designed to understand what happens in each conversation and learn from it, combining human sensitivity and technological precision; the combination that makes the difference in today's digital experience . In any conversational channel automation project, the main metric must always be the user experience (UX), because it is what determines the level of customer engagement with the bank. Automation is not the end goal; it is the means to reach it. And on that path toward improving the banking experience in Latin America , every conversation counts. "Working with Delto to automate your conversational channels means much more than building a virtual agent connected to your banking systems; it is a process of innovation in experience, closeness to your customers and results in digital channels."
What level of intent understanding does Delto's Skills framework guarantee? Delto's Skills framework guarantees a minimum intent understanding rate of 98.4%, and it also generates proactive insights about queries that are not yet covered in the knowledge base.
How does Delto's platform learn from every interaction? It relies on two pillars: advanced analytics that tracks each interaction from start to finish (results, tags, quality, feedback, sentiment, business metrics) and an AI module that automatically detects Missing Knowledge, Missing Examples, Prompt Suggestions, and Missing Automation. AI proposes the change and specialists validate it with the bank.
What happens when a flow cannot be automated due to missing integrations? Analytics AI detects these cases as Missing Automation, and Delto's solutions offer between three and four alternatives to keep the experience fluid without overloading the bank's technical team.