Brand
WhatsApp Business Solution Provider
To reduce customer wait times and save employee time, the Colombian financial services provider implemented WhatsApp Business Calling API, paired with AI voice agents developed by Meta Business Partner Atomchat.
79%
Decrease in customer time spent*
340
Hours of employee time saved during a two-month period*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Financial services for retirees
Avista specializes in pension and retirement fund-deductible loans and debt consolidation products for Colombian retirees.
Their Goal
Adding phone support for customers
The company’s customer service advisors were overwhelmed by the high volume of messages they received on WhatsApp from customers. Since most of Avista’s customers are older adults who prefer phone calls to messaging, the company heard from many who were frustrated by the lack of a phone call support option.
To address both needs, Avista partnered with Atomchat, a Meta Business Partner, to implement WhatsApp Business Calling API and enable customer phone calls directly from WhatsApp conversations.
“Some customers don’t feel as comfortable chatting, so they prefer to place a WhatsApp call and get immediate assistance. The customer feels really well taken care of—they don’t even realize they’re speaking with AI.”
Cristian Borray
Head of Digital Business, Avista
Their Solution
AI-powered customer service calls
When a customer opens a conversation with Avista on WhatsApp, they now have the option to tap the call button and place a call directly to the company. The call is answered by an AI voice agent, developed by Atomchat in partnership with Avista. The AI agent handles the customer’s questions and collects information based on the customer’s profile. If needed, the AI agent routes the conversation to an Avista customer service advisor for further assistance.
Avista reports that Atomchat’s AI agents can handle most customer FAQs in real time, and that human advisors are only needed in specialized cases. Customers who have called an AI agent have told Avista they feel like they’re speaking with a real person because the responses are fast, helpful and natural. The AI agents can answer many common customer questions because responses are sourced from the company’s knowledge base, which is continually updated.
Their Success
More efficient customer service
The team’s analysis of the first two months of this new approach (September 8–November 7, 2025) found that it reduced pressure on Avista’s service team and significantly accelerated response times, delivering a more personable, efficient and accessible experience for a wide range of customers:
- 79% decrease in customer time spent*
- 340 hours of employee time saved*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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