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Proactive Banking: Conversational AI for Delivery Status & Customer Engagement

2022 - 2024

Service

IA Conversacional + Design System

Client

Banco PAN

OVERVIEW

Designed and implemented a proactive communication strategy for credit card delivery using conversational AI (chatbot). The goal: reduce card loss and delivery failures by 40% through intelligent, context-aware user guidance.

Client: Banco PAN | Duration: 2022-2024 | Services: Conversational Design, Product Design, Design System

CHALLENGE

• Cards were lost or not delivered to customers in high-risk regions
• Customers lacked clarity about delivery status and next steps
• High volume of support tickets for undelivered cards
• No proactive communication mechanism in place

KEY INSIGHTS (Research)

✓ Qualitative Research: Interviewed postal service providers to understand delivery constraints and regional risks

✓ Quantitative Analysis: Analyzed complaint data from ~5,000 customers to identify patterns and critical geographic zones

✓ User Pain Points:

Lack of delivery transparency
Confusion about recovery steps if card doesn't arrive
Regional delivery gaps in underserved areas

SOLUTION

Three iterations presented; final solution was adopted for scalability:

1️⃣ ITERATION 1: Reactive Communication

Chatbot message if card not received after 15 days
Prompted users to visit nearest postal service

2️⃣ ITERATION 2: Proactive Risk Detection

Cross-referenced customer CEP (ZIP code) against postal database
Identified high-risk regions before delivery
Proactive guidance sent during checkout flow

3️⃣ ITERATION 3: Scalable API Solution (ADOPTED) ⭐

Internal API integrating postal risk database
Real-time CEP validation during user journey
Conditional messaging: high-risk regions → immediate guidance
Reduced implementation complexity by 60% vs. manual routing
Minimal backend resources required

IMPLEMENTATION DETAILS

• Conversational Design: Tone-of-voice guidelines, empathetic messaging
• Flow Architecture: Decision trees for regional variations
• Design System: Reusable components for chatbot responses
• Testing: Usability validation with target user groups
• Platform: Blip conversational platform

RESULTS & IMPACT

📊 Customer Satisfaction: ↑15% (NPS: 75 in Q1)
💬 Support Load: Reduced complaint volume by ~35%
⏱️ Response Time: Proactive messaging eliminated wait times
📈 Conversion: Improved successful delivery rates in at-risk regions

KEY METRICS

• NPS Score: 75 (industry baseline: 55)
• Complaint Reduction: 35%
• Delivery Success Rate: +28% in previously problematic regions
• User Engagement: 89% of users found messaging helpful

DESIGN THINKING APPLIED

✓ User Empathy: Acknowledged customer anxiety about card delivery
✓ Conversational UX: Natural, helpful tone vs. robotic notifications
✓ Accessibility: Clear language, no jargon, screen-reader compatible
✓ Scalability: API-driven solution enabled future regional expansion

TECHNOLOGIES & TOOLS

MY ROLE

• Led conversational design strategy
• Facilitated stakeholder alignment on three solution approaches
• Designed chatbot flows and message architecture
• Defined tone-of-voice for sensitive communications
• Collaborated with backend team on API integration
• Conducted usability testing with postal service teams

TAKEAWAY

"Proactive communication isn't just about notifications—it's about reducing
user anxiety through intelligent, context-aware guidance. By understanding
regional delivery challenges, we transformed a pain point into a trust-building
opportunity."

Property Notice
All images used in this case are for illustrative purposes only. In accordance with property agreements, all screens, research, and other materials mentioned are the exclusive property of the client.