Turning a bank’s customer journey into a digital ecosystem
Banco Integral wanted fewer manual processes and a faster, more accessible digital experience for its customers. We helped build the channels, the automation and the intelligence behind it.
About Banco Integral and the challenge
The client
Banco Integral serves individuals and businesses in El Salvador. As more customers expected to bank from their phones, too many everyday requests still depended on branch visits, paperwork and manual review.
The challenge
Manual by default
Everyday operations relied heavily on manual processes, which slowed service and tied up staff.
Limited self-service
Customers had few ways to solve things on their own, so simple requests became queues.
Friction in the journey
Key moments, like applying for credit, had friction points that pushed customers away.
Signature feature
Help at any hour,
without the line.
AI chatbots answer frequent questions and guide customers to the right product, so staff can focus on higher-value work.
- AI chatbotsAlways-on answers for everyday requests.
- Digital advisorGuided recommendations for the right product.
- Online pre-approvalsCredit requests started from the phone.
Interface illustration, not real client data.
Our approach
From diagnosis
to transformation.
- 1
Detect
A high dependency on manual processes and limited digital self-service.
- 2
Analyze
The operational friction points and what the modern customer expects from their bank.
- 3
Build
Chatbots, a digital advisor, a mobile app, online pre-approvals and predictive models.
- 4
Transform
More than one million digital transactions and 20% fewer manual processes.
What we built
5 products,
one ecosystem.
AI chatbots
Always-on answers for frequent questions, so customers get help without waiting in line.
Digital advisor
Guided recommendations that help customers find the right product.
Mobile app
Everyday banking in the customer’s pocket.
Online pre-approvals
A credit pre-approval flow customers can complete without visiting a branch.
Predictive models
Data models that help the bank anticipate needs and make faster decisions.
Results
1M+
digital transactions
20%
fewer manual processes
5
digital products delivered
- Customers can solve everyday requests from their phone.
- Staff time moved from repetitive tasks to higher-value work.
- The bank has a digital foundation it can keep building on.
Digital transformation happens when the customer experience evolves together with the business.
Our takeaway from this project
Deliverables
- AI chatbots
- Digital advisor
- Mobile app
- Online pre-approvals
- Predictive models
A group project
This project was delivered with TechyWe, TocheeTech’s sister company and engineering partner. The same senior team builds TocheeTech projects, with a Toronto project lead and a Canadian contract.
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