bit

In 2022 I took over bit, Banco Ciudad's conversational channel, as Product Owner. From day one I chose not to look at how many inquiries it answered: I chose to look at what full transaction it could resolve without the customer having to call, go to a branch, or wait.

Follow the process, not just the conversation

This is what I mean when I talk about starting with the customer and following the process. The conversation is the surface. Underneath there's a workflow that sometimes exists for a reason that no longer applies, and nobody reviewed it because there was never a reason to.

Go where the customer is

In 2023 bit reached WhatsApp. It wasn't a channel decision: it was accepting that the customer won't open a separate app to do something they can already do in the one they use every day. That same year, the case received two PAMOIC recognitions.

What changed, measured

Of those four figures, the second matters to me the most. Fewer handoffs to a person doesn't mean less attention: it means the channel stopped being a waiting room. The person is left for what actually needs judgment, which is where they add value.

The channel starts returning data

Every conversation says what someone needs and exactly where it breaks down. Aggregated, that's a friction map of the entire bank, built by the customers themselves without anyone surveying them. That data is what later comes back to the organization as automation and as agents, inside and outside bit.

That's where this case stops being a product case. A channel that also generates the input to redesign processes is something else: it's a capability.