BBTS
AI on WhatsApp Increases Negotiation Conversions by 306%
Services
Generative and conversational AI on AWS
Credit recovery journey via WhatsApp
Integration with banking systems and APIs
Governance, security, and authentication
How We Made an Impact
BRQ, in partnership with AWS, supported BBTS in structuring a digital debt negotiation and credit recovery journey through WhatsApp, combining generative AI, business rules, and integration with banking systems to make the experience more fluid, secure, personalized, and scalable.
Results
+306%
increase in debt negotiation conversions
50%
of interactions completed without human intervention
−57%
reduction in the average number of installments, from 33.17 to 14.22
The Challenge
BBTS needed to evolve a traditionally complex and sensitive journey: debt negotiation. The process demanded clarity in the terms presented, real-time simulation capabilities, secure handling of information, traceability, and adherence to business rules.
The challenge was not merely to create an informational chatbot, but to apply conversational AI to a high-criticality journey, one capable of understanding different intents, maintaining conversation context, querying internal systems for information, supporting the formalization of agreements, and enabling operational steps such as billing issuance.
The solution also needed to operate with authentication, stability, performance, and governance, respecting the security requirements of a financial institution while ensuring a simple experience for the customer and robust back-end operations.
What We Did
Together with BBTS and AWS, we structured a credit recovery journey via WhatsApp using generative AI, a scalable architecture, transactional integration, and governance and security layers.
The work began with mapping the renegotiation steps, the systems involved, success metrics, business rules, and the technical requirements needed to enable the solution. From there, we defined the project architecture, integrations, conversational agents, contextual memory, the prompt engineering engine, and control mechanisms.
The solution guides the customer from identifying the initial intent through to simulating personalized terms, querying information, supporting agreement formalization, and issuing bills. With integration to internal systems and banking APIs, the journey connects AI, business rules, and operations to make renegotiation more fluid, contextual, and secure.
As a result, BBTS expanded the digital capacity of its collections operation, increased negotiation conversions by 306%, enabled 50% of interactions to be completed without human intervention, and reduced the average number of installments in agreements from 33.17 to 14.22. The technological foundation also paves the way for new generative AI applications in critical banking journeys.
Our work
