Case studies

WhatsApp AI case studies in production

Real deployments across insurance, financial services and travel — with the numbers our clients have cleared us to publish.

7Deployments

4Sectors

4.7/5Median satisfactionacross 4 studies scored out of 5

Leading Regional Insurance ProviderInsurance

+52%Improvement in average response time

61%Requests resolved without human intervention

4.7/5User Satisfaction

Deployed an AI-powered chatbot with continuous optimisation to automate support interactions, improve response times, and enhance overall customer experience.

“FCB.ai played a crucial role in helping us successfully deploy and improve our AI-based chatbot. Their guidance and deep expertise, especially in the field of AI, enabled us to quickly meet our customers' demands and improve the experience we offer our users. I greatly appreciated the accessibility and diligence of their teams.”

— General Manager, Leading Regional Insurance Provider

High-Growth Consumer Finance ProviderFinancial Services

76%Loans facilitated via WhatsApp

180,000Loans processed

+700%Increase in loans processed

Implemented Web Chat and WhatsApp onboarding journeys to accelerate applications, streamline qualification, and significantly increase loan conversion.

“I would definitely recommend FCB.ai to any company who wants to go the bot route for improving customer service and engaging with customers in a highly innovative and leading-edge manner. Their work ethic, problem solving skills and innovative solutions to business problems are world class and they are a pleasure to do business with.”

— Managing Director, High-Growth Consumer Finance Provider

African Insurance LeaderInsurance

4+Years Partnership duration

4.7/5Client feedback

3000+Interactions p/m

Partnered with FCB.ai over four years to design and implement conversational AI solutions on WhatsApp, enabling an AI-powered customer service channel with continuous iteration and shared learning.

“What has consistently distinguished this partnership is the strength of AI leadership within the FCB.ai team. There is not only a clear strategic vision, but also a disciplined focus on execution. While many organisations speak about AI, FCB.ai has demonstrated the ability to deliver tangible outcomes and sustained impact.”

— COO, African Insurance Leader

Regional Insurance Leader, Indian OceanInsurance

Development of a dedicated WhatsApp channel for claims declarations, enabling simple, accessible and efficient customer engagement.

“Working with FCB.ai has been a truly valuable experience for our team. Thanks to their expertise and collaborative approach, we successfully developed a new WhatsApp channel dedicated to claims declarations. What started as an innovation project is quickly becoming a key pillar of our digital customer interactions. The simplicity, accessibility, and efficiency of the solution are transforming the way our customers engage with us, and we are excited to continue building on this momentum together.”

— CEO, Regional Insurance Leader, Indian Ocean

National Airline CarrierTravel

99.7%Customer Satisfaction

82%Engagement Rate

800+Conversations per day

Implemented automated Web Chat support journeys to manage high-frequency requests and reduce pressure on service teams.

Global Insurance GroupInsurance

+224%Increase in renewal completion rate

+253%Growth in upselling within 12 months

4.8/5User Satisfaction

Deployed a virtual assistant to automate renewals, personalise retention offers, and streamline customer communication across web and SMS channels.

National Retail Financial Services GroupRetail Financial Services

85%Engagement rate

83%PTP or Pay Today

4.6/5User Satisfaction

Delivered a conversational AI solution guiding customers through structured self-service payment journeys, enabling seamless arrangements without human intervention.

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