Omnichannel Banking with Physical Service Robots
Want to see how other industry leaders are achieving measurable ROI with Roomie’s Enterprise AI?
Want to see how other industry leaders are achieving measurable ROI with Roomie’s Enterprise AI?
Banorte, one of Mexico’s largest banks, needed to modernize its customer experience in physical branches while reducing operational inefficiencies. Clients were facing:
High Call Center Loads: Many customer requests that could be automated were consuming valuable human agent time.
Human Error in Manual Service: Branch staff often managed complex requests manually, leading to mistakes and repeated client interactions.
Banorte’s goal was clear: deliver a seamless omnichannel experience across digital and physical touchpoints while increasing customer satisfaction.
Roomie deployed Physical Service Robots in Banorte’s bank branches as part of a multichannel agentic AI architecture.
Robots welcomed and attended clients in 100% natural language, guiding them through common transactions and service requests.
Unified service across phone, website, banking app, and branch robots, ensuring clients had a consistent experience.
The system intelligently routed requests across channels and back-end systems, minimizing human involvement.
Robots and AI agents validated client requests against Banorte’s systems, reducing mistakes in service delivery.
With the deployment of service robots, Banorte achieved significant ROI outcomes:
40% Reduction in Branch Waiting Times:Robots accelerated service by handling routine tasks instantly.
30% Reduction in Call Center Volume:Omnichannel automation reduced dependency on human call agents.
Fewer Human Errors:Automated validation lowered service rework, ensuring faster resolutions.
+22% Net Promoter Score (NPS):Improved client experience boosted loyalty and brand perception.
+25% Increase in Customer Satisfaction:Clients valued faster, natural language interactions across channels.
Operational Efficiency:Human staff could focus on higher-value financial advisory instead of routine tasks.
With Roomie’s Physical AI / Service Robots, Banorte created a truly omnichannel banking experience, integrating physical branches into its AI-first ecosystem. The result was shorter waiting times, fewer errors, lower call center costs, and happier clients — delivering measurable ROI across both operational efficiency and customer satisfaction.
This project proves how ROI-First Enterprise AI transforms banking from transactional to truly experiential.