en.Wedoany.com Reported - Brazilian financial platform ConCrédito has increased its WhatsApp service volume from 120,000 to over 1.1 million monthly interactions by adopting an automation and artificial intelligence architecture developed by ColmeIA. The chatbot has also boosted end-to-end completed sales by nearly 20%. The company primarily offers credit products to the worker segment.

Before the migration, ConCrédito used an internally developed chatbot and faced infrastructure limitations, especially during peak credit demand periods such as the end of each month. Operations were supported by only six customer service agents simultaneously and frequently experienced instability.

With the new platform, ConCrédito can now support up to 50 professionals simultaneously in a unified service, data management, and sales environment, maintaining operational stability even during peak periods.

The solution features a modular architecture composed of three main components. The Smart Flow module manages the entire credit contract process, from simulation to transaction completion; the Customer Care module transfers customers to human service when necessary; and the Campaign module allows proactive marketing campaigns to be sent via WhatsApp in compliance with Meta policies.

According to Brenda da Conceição Silva, a business analyst at ColmeIA, the project's development cycle took approximately three months, integrating different modules to ensure continuity in the customer journey.

"The solution is built on a modular and integrated architecture that coordinates everything from the first contact to the signing of the credit contract. Additional modules ensure continuity of human service and structured marketing campaigns sent via WhatsApp," she stated.

Another highlight of the project is the integration between the data teams of both companies, who developed an analytical framework for monitoring real-time conversation flows. Specific APIs and microservices were created for each stage of the customer journey, thereby increasing flexibility for scaling automation and supporting a high volume of messages without compromising compliance with Meta policies.

Automation has also transformed the workflow of the customer service team. Since the chatbot performs initial screening and guides most of the journey, human agents primarily handle more complex cases or when the customer is already qualified for credit.

Gustavo Bobsin Borba, a spokesperson for ConCrédito, stated that the main goal in choosing ColmeIA was to ensure scalability and security for WhatsApp operations.

"We were looking for a solution that could leverage automation and artificial intelligence on WhatsApp without the risk of having our number blocked or restricted. In addition to increasing team productivity, we are able to reach customers at the most opportune moment and maintain operational stability during periods of demand growth," he emphasized.