The Challenge

As a leading Latin American bank expands its footprint across the region, it recognized a powerful opportunity: to elevate the customer experience by transforming how it engages with users across social channels. The team saw potential to move beyond a basic, reactive service model to build a proactive, insight-driven, AI-powered approach that would improve loyalty through better customer experience and satisfaction.  

Previously, the bank relied on basic community management tools that offered limited visibility, no automation and no ability to customize workflows. This approach left agents without the tools or context they needed to deliver efficient, personalized care, which was a critical gap for a digital-first fintech brand. 
 
The bank sought a technology solution that would empower its agents and enable it to reimagine its digital care strategy — one that could evolve with their needs, scale across channels and deliver faster, more personalized support. 

The Solution

The bank opted to replace its legacy tools with Sprinklr’s unified, AI-powered customer service platform to enable a complete transformation of its digital care operations across Facebook, Instagram, X and TikTok.  

Agents now work from a single omnichannel console with full historical context, AI-generated case summaries and visual cues for sentiment and urgency. Every customer case is now automatically tagged, categorized and routed based on agent capacity and case sensitivity — eliminating manual triage and accelerating response times.  

This has empowered the team to manage over 114,000 cases annually across seven social channels, with 100% of cases categorized and assigned by AI. 

With Sprinklr Service, the bank now benefits from: 

• Omnichannel case management with customized agent console 
  With Sprinklr’s omnichannel console, agents gained quick access to full historical context for every customer interaction, AI-generated case summaries and visual queues for response time, predictive CSAT and sentiment. This 360° view allows for faster, more personalized responses across seven major social channels, including stories, mentions, replies and comments.  
• Automated routing for faster resolutions 
  Sprinklr’s automation capabilities have transformed the bank’s operational efficiency. Every case is automatically categorized and assigned based on agent capacity, ensuring balanced workloads and faster resolution. AI-based classification ensures consistency and accuracy across all interactions. 
• Smart responses for scalable service 
  Sprinklr’s Smart Response capability leverages Generative AI to suggest context-aware replies, standardizing tone and language while reducing average handling time. This has not only improved productivity for agents, but also ensures brand consistency across every touchpoint. 
• Real-time dashboards for full visibility 
  Sprinklr’s customizable, integrated dashboards give the bank a real-time view of brand health, competitive intelligence and social care performance. These dashboards enable clear goal-setting and KPI tracking, empowering teams to make data-driven decisions with confidence. 
• Proactive crisis management with AI 
  The bank has shifted from reactive brand protection to proactive crisis management. With intelligent workflows, auto-tagging and influencer prioritization, the team can now identify and address high-sensitivity cases before they escalate — protecting both customer trust and brand equity 

The Outcome 

The bank’s CX transformation has delivered measurable impact in operational efficiency, customer satisfaction and brand reputation. 

• Operational efficiency: By leveraging automated routing, the bank reduced first response time by 50% — from 66.5 minutes to just 30. Every one of the 116,061 cases handled across seven social channels was automatically tagged and assigned, streamlining workflows and significantly boosting agent productivity. In addition, the omnichannel agent console has helped reduce average case resolution time to just 21 minutes and 23 seconds. 
• Customer satisfaction: The bank’s customer experience metrics have soared. Its Net Promoter Score (NPS) reached an impressive 81.29 in 2025, while positive interactions climbed to 0.96% in June, nearing the team’s 1% target for H1. Full traceability of standout interactions enable deeper insights and recognition and help reinforce a culture of excellence. 
• Brand reputation & risk mitigation: The bank has achieved 100% coverage across major social media channels, ensuring no customer voice goes unheard. Real-time monitoring and proactive engagement helps minimize brand risk, while AI-powered insights keep the team ahead of market trends and evolving customer expectations.