BCP and Twilio: Connectivity and Scale in WhatsApp Support

Challenge

The rapid growth of BCP’s customer base overwhelmed traditional telephone support channels, confronting the bank with the dilemma of scaling without sacrificing quality or creating friction. Initial automation required overcoming user distrust toward rigid bots and demanded a high-availability messaging infrastructure capable of supporting massive real-time volumes without downtime or loss of speed.

Solution

BCP integrated Twilio’s infrastructure as its Business Solution Provider (BSP) to link its systems and its AI virtual assistant (Clara) to the WhatsApp Business Platform API. This partnership ensured connectivity, stability, and immediate delivery for complex conversational interactions—both inbound and proactive outbound notifications—allowing the channel to scale with empathy and autonomous resolution.

• Automated resolution rate (67%): Nearly 7 out of 10 inquiries received via WhatsApp are resolved directly through its virtual assistant, Clara, without human agent intervention, after doubling the channel's automation level in just one year.

• Increase in customer satisfaction (+20 NPS points): The bank’s Net Promoter Score (NPS) rose by more than twenty points over the same 12-month period.

• Growth in channel share (43% reached): WhatsApp grew from representing around 20% of total contact center interactions to reaching its 43% target, solidifying its position as one of the bank's priority support channels.

   

Scalability and Connectivity: BCP's Partnership with Twilio on WhatsApp

In financial services, as in any business operating at scale, growth comes with a catch: how do you serve more customers every year without the quality of service slipping? 

Banco de Crédito del Perú (BCP), the country's largest bank, has found an answer. In 2026, its customer service is growing fast. Today, 67% of the inquiries that come in through WhatsApp are resolved by its virtual assistant, Clara, with no human agent needed. The bank doubled its automation level in just one year, and its NPS rose more than 20 points over the same period. 

How did they get there? One of the key moves was connecting their customer service infrastructure through Twilio, the Business Solution Provider (BSP) that links the bank to Meta. That connection lets BCP support those conversations across an entire country, keeping availability and delivery steady without slowing down service.

BCP: A wide range of customers with different needs

BCP is part of Credicorp, one of Peru's largest business groups, and serves a customer base that's as large as it is diverse, from small business owners just starting to build their credit history to the biggest companies in the country. Its mission is to help those customers, and Peruvian society, make their dreams a reality.

To keep delivering on that mission, the bank had to solve a problem that's common across Latin America: customers don't trust bots. Phone banking, which had always been handled by human agents, couldn't keep up with how fast the bank's customer base was growing. And automating without actually solving each person's problem wasn't an option. A customer who gets poor service from an automated channel, however fast it is, eventually stops trusting their bank.

The connectivity Twilio brings

Priscila Vasquez Pita leads the Conversational Automation team in BCP's contact center. It's a mixed team of people and bots, and its solutions have evolved from basic option menus to the generative AI it runs on today.

Last year, Priscila's team worked with Twilio to migrate the platform that connects the bank to Meta. That foundational connectivity work is what made the channel stable. 

Today, Clara, the virtual assistant the bank built, handles and resolves most of the inquiries that come in on WhatsApp, with a reliable, always-on connection through Twilio's infrastructure. Clara is warm enough that she's surprised even the team that designed her. Customers write to her in a friendly, familiar way and treat her like anyone else at the bank. BCP won't give up that empathy and ability to resolve issues for the sake of efficiency. The high availability of Twilio's platform is what lets the bank handle that volume of messages without interruptions, one conversation after another.

The channel has also become a strategic asset for the whole bank, thanks to the messaging capabilities Twilio enables. With this infrastructure, BCP now sends more outbound messages, proactive notifications that reach customers before they have to ask.

Here's a simple example. Instead of waiting for a customer to call about their new card, the bank messages them first on WhatsApp to let them know it's ready to pick up. The message includes the branch address and an option to book an appointment, so there's no wait.

You can see the impact in how central WhatsApp has become to the contact center. The channel went from about 20% of interactions to 43%, making it one of the bank's main support channels. Running at this scale depends on the technical stability and reliability Twilio provides for every message sent and received.

A partnership for innovation

Twilio is BCP's BSP, the technology bridge that connects the bank to Meta and gives it timely access to new WhatsApp Business Platform capabilities and updates. For the BCP team, that relationship keeps helping them move faster on their digital initiatives.

When asked to sum up in one word what Twilio has meant for BCP, Priscila didn't hesitate. "I'd say innovative. The bank has always been a company that looks for ways to innovate, and Twilio is a partner that has helped us strengthen that. It's not so much a before and after. It's a partner that lets you keep the way of working, the way of living, and the awareness the bank has with its customers," she says.

The next chapter

Priscila says there's more to come. Looking ahead, BCP wants to build out full omnichannel orchestration, where customers can move between channels smoothly, with WhatsApp staying at the center. The bank is also adding new generative AI agents of its own to keep improving the customer experience, with Twilio as the reliable link for delivering those messages at scale.

Automating customer service for a bank the size of BCP, without customers ever feeling like they're talking to a script, is a technical challenge. Above all, it's a commitment to trust. Twilio is the partner behind the day-to-day connectivity that helps the bank keep its promise of warmth, support, and resolution to its customers.