Borrowell automates 83% of support with Rixor

Borrowell deployed Rixor Bots + Inbox and reached 83% automated resolution on support, freeing agents to handle only high-value commercial cases.

Executive summary: Borrowell

Borrowell offers consumer financial services across LatAm. The support operation received thousands of daily queries mixing operational doubts and commercial opportunities.

With Rixor Bots + Inbox the team automated frequent queries and let the human team focus on real opportunities.

The challenge: saturated support, cooling leads

Operational queries saturated agents while commercial leads waited. Urgency wasn't detected in time and close opportunities were lost.

• Very high volume of repeated operational queries.
• No commercial urgency detection.
• High-value leads going cold from delays.

The solution: Bots + Inbox with urgency detection

We deployed bots to handle frequent queries and trained Rixor to detect commercial urgency signals and route to the right human in seconds.

• Bots with a trained financial knowledge base.
• Natural-language urgency detection.
• Instant escalation to a human agent when commercial value is detected.

Results: nimble support, sales that close

The team stopped drowning in repeated queries. Human agents focused on closing real opportunities with context ready.

• 83% automated resolution on support.
• 21% more engagement on commercial bots with a sales flow.
• Time-to-close cut roughly in half on commercial opportunities.

Next steps: conversational credit scoring

Next we'll activate conversational credit pre-qualification, automate the follow-up of pending payments and connect a personalized offer engine to every profile.