Airfox customer service team releases chatbot feature

This and more from the product team in this January’s update

5 min readJan 20, 2020

Airfox is constantly striving to improve our users’ experience with banQi. Our digital banking service launched in Brazil in June 2019 to offer the underbanked a fair banking option. We haven’t lost our drive to build easy-to-use features and develop much-needed services for our users. These three new features highlight how we’re fulfilling users’ need to have access to time-saving, affordable banking solutions.

banQi chatbot for customer support launched

Users can now have have their questions answered using a new customer support method! The new in-app chatbot, named Vivi by the banQi team, responds to common user questions in an instant.

The feature is automated to analyze and answer user inquiries immediately with the same high quality support provided by our wonderful customer support team. Once a user initiates a conversation with support in the app, Vivi greets them and then asks questions that intelligently guide users to the appropriate answer for their the specific question, increasing quality and speed of resolution.

This conversation shows a banQi user immediately being offered help starting from the simple word “Olá”, or “Hi”.

Users continue to be able to access support via all the other banQi support methods already available. Customer support agents are available 24/7 to directly answer phone calls or WhatsApp messages and can be reached at any time during a user’s conversation with the chatbot. If the user asks to speak to an agent in the chat, an agent will then takeover the established chat.

The banQi support homescreen including the option to start a conversation with the app’s chatbot Vivi by selecting “Chat with us in the app”.

The new chatbot feature provides banQi users answers to their questions quickly, without having to wait for a banQi customer support agent. While our customer support team enjoys working with users to find the best solution to their problems, they know that our users value convenience that fits their busy schedule.

Members of the banQi customer support team after a training day.

The chatbot will also assist the banQi support team with quicker response times to user inquiries, allowing more users to be answered in shorter time frames. We plan to utilize the more efficient response process as our userbase grows, ensuring that no matter how many users are banking with banQi, they still will receive timely responses from customer support.

New in-app payment options for Spotify, Google Play, and gaming services

Users can now buy credits in the banQi app to use on some of the most popular game and entertainment services. Without access to credit cards from traditional banks due to high monthly fees and strict regulations, many Brazilians rely on purchasing gift cards in retail stores to spend on popular gaming and streaming services. With the new banQi in-app payment feature, users can now pay for these services from the convenience of their smartphone.

Some of the new services users can buy credits towards in the app include:

  • Spotify
  • Google Play Store
  • Xbox
  • Minecraft
  • Riot Games (League of Legends)
  • Blizzard
These services and games are just some of those offered to users in banQi app.

Users can use their banQi balance to purchase e-gift cards in our app for these services. The user then receives a redemption code for the credits they purchased, with directions on how to redeem the code on each specific platform.

These services join the payment options already available in the banQi marketplace. Users can still use their banQi balance to pay for public transportation and to add money to their prepaid cell phones. With the addition of these platforms, users now have a convenient way to pay for the games and streaming services they enjoy. Airfox aims to continue to add additional purchase and payment options that will make our users daily lives easier.

Users can transfer money to non-users

The third feature to hit the banQi app is the ability for users to send money to individuals who do not yet have a banQi account. Previously, a person had to have a banQi account if another user wanted to send them money using our app. Now, users can instantly transfer money to their friends and family who have smartphones.

Users can now send money to their friends, even if the recipient has never used banQi before.

To start a money transfer, the user can select anyone in their phone’s contact list. banQi will send the recipient a notification with a unique link to download the banQi app. Once an account is created, the money will instantly appear in their balance. It usually takes less than five minutes to set up a banQi account.

banQi user Robson frequently transfers money to and from others due to his job as a taxi driver.

The recipient has up to seven days to claim the money sent to them. The user sending the money can send reminders during this time period. This allows the recipient to accept the money and create an account when it’s convenient for them. The sender will receive an in-app notification when the recipient accepts the money transfer. If the transfer is not accepted within seven days, the transaction expires and the money is returned to the sender’s account.

By allowing users to transfer money to individuals without banQi accounts, we are providing users more flexibility in how they pay those in their network. This feature also creates the opportunity for users to share banQi and the app’s convenience with their friends, family, and even coworkers who haven’t interacted with the app before. The ability to transfer to users without banQi will spread the app’s awareness rapidly across Brazil by some of the most trusted sources: our own users!

What’s next?

Airfox has big things planned for 2020. Continuing with the momentum from 2019, banQi users can anticipate the launch of additional financial services to be offered by our digital banking platform. With each new feature that launches, banQi moves toward being the preferred provider of mobile banking services for the financially underserved in Brazil.

The Airfox team continues to draw from user feedback about app features to prioritize areas of improvement and new features.

As adoption of the app grows around Brazil, we plan to utilize our partnerships to provide expanded credit and lending services to our users that are traditionally denied these services by big banks. We can’t wait to continue releasing features that make a difference in the lives of our users.

For daily updates from the Airfox team, follow us on LinkedIn, Twitter, Facebook, and Instagram.




Accelerate financial inclusion in emerging markets using technology built with trust and inclusion.