Colombian banks have access to millions of customer conversations: through their service lines, in their chats, and across their digital channels – including their Twitter and Instagram pages. Those interactions contain the real causes behind the complaints, repeating friction patterns, and the exact words customers use when something goes wrong.

The situation is dire. In late 2025, Colombia’s Financial Superintendency received 2.76 million complaints related to banking services and operations; two-thirds of customers had at least one complaint that warranted taking the time to lodge with their bank. And the single most common reason for complaints was unrecognized transactions, accounting for 39.8% of cases. 

Beyond pointing out a deficit in one bank or financial institution, the throughline remains: Colombia faces ongoing structural problems that plague customers across the country. 

With manual auditing, a company can review just 3% of its interactions – the remaining 97% are uncharted territory. That’s precisely where the intelligence that could meaningfully reduce those 2.76 million complaints lives. 

What’s clear is that nearly 40% of complaints boil down to the same problem: unrecognized transactions. What remains hazy, however, is what is behind the phenomenon – because of the unprocessed data and information. 

Is it concentrated on specific products, or are certain customer segments facing this more than others? These are considerations – critical to solving the root cause – that a 3% snapshot of the picture can never answer. 

Yet the raw data is there: customers interacting with chatbots or speaking to a representative on the phone almost always includes the core details to unravel the mystery: the issue, the time, the place – all this information against the backdrop of the account holder details that are on file. 

That untold information is the salve needed to treat the systemic issue that continues to fester. 

Evidently, leaning on manual approaches to managing customer care is not sufficient. The nationwide customer care headaches in Colombian banking will only get worse, at the cost of customer loyalty and brand reputation. 

Technology can therefore not be left out of the equation; AI models are now sophisticated enough to not only analyze millions of customer conversations but also reason and learn through that data to simulate human response and decision-making. 

Cognitive AI, for one, is able to contextualize information as well, even in complex situations. In fact, 75% of customer care leaders view AI as a force for strengthening human intelligence, not replacing it. 

And that innovation exists on local soil, built for the particular needs of Colombia’s banking ecosystem. 

One Colombian startup, Kognia, has built Alan CX Insights precisely for this. Kognia’s platform analyzes 100% of contact center interactions and turns that mass of conversations into identified root causes, detected patterns, and concrete improvement recommendations.

“Reducing complaints and getting to the crux of these issues is about so much more than simply closing tickets faster. It’s about empowering banks and customers alike, creating a system where people feel seen and heard, while building much-needed trust,” said Luis Guillermo Pardo, CEO of Kognia. 

“We designed Alan CX Insights to remove the pain points from the process and the guesswork that only compounds confusion. It’s about bringing transparency and the full story to light, on a constant basis, for each and every case.” 

With Alan CX Insights, every customer interaction is logged and audited – no more closed cases without resolution. The platform also extracts insights and feeds these back to create a constantly-improving and accurate system.

Already, the startup is seeing more than promising results: customer satisfaction has risen by 40% as the platform has driven first-contact resolution by 25%. Whereas manual processes take up to weeks to action complaints, Kognia’s AI can simultaneously process thousands of interactions. 

These numbers are pertinent to another dimension of Colombia’s systemic issues: accessibility to secure financial services. According to reports, 29.3% of complaints stemmed from low-value deposits. So, digital banking means lower-income account holders are no longer removed from the equation – in theory. 

But when friction occurs in their transactions, banks run the alarming risk of these account holders – who can’t resolve an issue with their basic savings in the current setup – walking away from the system altogether. 

Banks sit on a slew of siloed digital systems made up of millions of transaction records, customer and account records, service logs, and more. More often than not, these systems don’t speak to each other, making it difficult to build a coherent picture of any single customer’s journey, let alone identify patterns across millions.

Innovations like Kognia’s Alan CX Insights bridge those gaps, ensuring a logged complaint leads to an identified root cause and a prompt resolution so it doesn’t repeat. 

Now, amid the AI boom sweeping through Latin America, conversation intelligence and AI-driven CX analysis are strategic differentiators that grant banks and financial institutions an invaluable competitive advantage. 

Colombia’s banks are not short of data. But they do lack the time and manual resources to answer every customer’s complaints – and customers’ patience is waning. The tools now exist to turn those complaints into intelligence.

Featured image: Jhonny Estrada via Unsplash+

Disclosure: This article mentions clients of an Espacio portfolio company.

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Euthanasia planned for the numerous offspring of “cocaine hippos” originally smuggled in by Pablo Escobar. Not everyone is happy.

After years of debate over the fate of Colombia’s wild hippos – during which the feral beasts have multiplied in lush tropical rivers – the ministry of the environment has announced a plan to kill at least 80 of the African imports.

The non-native species was smuggled into Colombia by drug baron Pablo Escobar in 1980 as part of his collection of exotic animals – including rhinos and lions – which he kept at his ranch, Hacienda Napoles.

The infamous drug trafficker died in a rooftop battle in Medellín in1993, but a few hippos escaped his lowland ranch to find what biologists would later describe as “perfect conditions” in the nearby Magdalena River.

In the decades since around 200 offspring have spread over 100 kilometers (60 miles) of river and swamps bordering departments of Antioquia, Bolívar, Santander and Sucre.

But after years of procrastination over what to do with the wayward Hippopotamus amphibius – with various schemes to sterilize them or ship them to zoos and sanctuaries around the world – Colombia’s environment minister Irene Vélez said this week a cull was the only option.

“We’re talking of a process of euthanasia, which is the technical recommendation,” she told Blu Radio.

The plan was initially to reduce the population by 80 breeding individuals, then cull around 30 beasts per year which would systematically reduce the population.

Hippo boom

The controversial decision is based on a 170-page technical report by the Humboldt Institute and Universidad Nacional in 2022.

The report concluded that the hippos were damaging the tropical ecosystem of the Magdalena river valley by spreading disease and overloading their watery habitat with nitrates: the amphibious herbivores grazed the riverbanks to each munch 50 kilos of grass a day – but then pooped the waste out into rivers and lakes.

Without an urgent cull the population “could increase to 500 hippopotamuses affecting our ecosystem by 2030,” Vélez told a press conference this week. This boom would further put at risk native populations of turtles and manatees.

See also: Hippos need culling, says report

Then there what the report referred to as “hippo – human interactions”, such as a car hitting a two-ton creatures on the main Bogotá – Medellín highway – which runs close to their main hangout near Puerto Triunfo – and even cases of locals trying to keep young ones as pets.

The report also pointed out that hippos were aggressive and territorial and officially the deadliest large mammal – they kill on average 500 people in Africa every year – and attacked boats and canoes on the river aswell as people, cattle and horses around the River Magdalena.

In other videos posted online people are seen chasing them down the highstreet in the town of Doradal.

Hippo takeover

To justify the cull, Vélez said reduction methods such as sterilization were too difficult – anaesthetizing wild hippos is no easy task – and none of the seven nations initially interesting in receiving live hippos for zoos and wildlife parks had followed through.

The cull would start in the second half of the 2026 around hippo hotspots close to Hacienda Nápoles in Puerto Triunfo and Isla del Silencio, a river island near to Puerto Boyacá, she said.

This island is home to a large group one of which attacked and severely injured a farmer collecting water from the riverbank in 2020, according to a news report.  Colombia’s wet lowlands had perfect conditions for hippos, biologist Katerine Corrales told a Caracol news crew visiting the island this week.  

“Africa has droughts and adverse weather patterns. Here we have a constant climate with abundant water and resources which generates a faster reproduction rate,” she said.

In the same report local villagers complained that the hippos had “taken over the island” and restricted commercial fishing.

Poor Pepe

Not everyone welcomed news of the cull. Hippo protection group Comisión Protectora de la Vida de los Hipopótamos – founded in the town of Puerto Triunfo close to Hacienda Nápoles and which benefits from hippo tourism –  rejected the “terrible decision of the national government to authorize a hippo hunt”.

“In our municipality, we are committed to the protection and conservation of these incredible living beings. Hippos are an important part of our identity, and we must live in harmony with them,” said the group on its Facebook page this week.

It called a meeting in Bogotá to seek “non-violent” alternatives to the cull, such as a return to the plan of transferring live hippos to other countries.

Previous attempts to shoot hippos have ended in public relations disasters, such as the killing of Pepe in 2009. The large male hippo was slated for transfer to a zoo in Costa Rica after rampaging around Puerto Berrio.

But he was shot after a bungled attempt to capture him, and photos of an army platoon posing with his remains caused public revulsion, and a court ban on hunting hippos.

Pepe also highlighted the affection local communities had for “Pablo’s hippos”. For some folk the state persecution of the mammals was synonymous with the hunt for Pablo Escobar, still a popular figure among communities that benefitted from his largesse in the 1980s.

In fact, in the drug baron’s heyday the original hippos were kept at his Hacienda Nápoles in a public zoo and safari park where local families could tour for free. Today the hacienda and zoo is still there but managed by the state as part of a huge amusement park.

A grave in Colombia

This week, Minister Vélez was adamant that culling must form part of any population control.

It was global restrictions on wildlife trafficking – the CITES agreements – that had condemned the hippos in Colombia by preventing them being easily shipped abroad, she explained.

“It’s not enough for a zoo to raise its hand; the country must authorize their entry. Unfortunately, no country has given the green light. This administrative silence indicates that there is no interest in receiving them”.

It seems that putting Pablo’s hippos in overseas zoos is proving as difficult as extraditing the cartel kingpin himself. Like their progenitor, the big beasts face a violent end in Colombia rather than a cage in a foreign land.

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Urban art has many benefits, from the colour it adds to our streets to the space it gives for political and social expression. But a more tangible benefit could be seen at a recent art auction organised by Lure media and Galería Beta, where a number of works went under the hammer to raise money for charity.

Galería Beta’s Daniela Camero Rosso told us, “I believe that urban artists are always eager to help and you see that in the fact that they are always giving workshops, and of course in the fact that they are painting on the streets and that they want to get their message across to people without getting any money in return.”

Art from DJLU, Toxicómano, Juegasiempre, Erre and others was up for auction in front of an audience that included the great and the good of the city’s art world.

Daniela added, “These are amazing artists in the Colombian arts scene and the Latin American arts scene, and the fact that they were willing to help was another thing that made the auction beautiful.”

The aim of the auction was to raise money for Fundación Pescador de Letras, which works within a disadvantaged community in Cartagena offering education and social development programmes to 120 children aged 3-12.

Daniela said that the event had been a success, thanks to the Calle 93 venue and the great artists and galleries who made people want to go and support such a worthy cause. “Of course, they get a beautiful piece of art in return for their support, which is a win-win situation,” she said.

Events like this are also important, she added, because they help to change the perception of urban art in Colombia which – although still considered by some to be vandalism – ought to be valued as highly as other forms of art. 

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Colombian Pacific music is on the rise thanks to the growing popularity of the Petronio Álvarez Pacific Music Festival. The Bogotá Post spoke to musicians and industry professionals to find out why. 

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Hundreds of thousands are expected to attend this year’s Petronio Alvárez Pacific Music festival, a celebration of Colombian Pacific music which will take place in Cali from August 14 to 19.

We spoke to Diego Gómez, Llorona Records founder and producer, who is also a traditional Colombian music veteran, about the rise in popularity of Pacific sounds.

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The Bogotá Post visits rural communities in Colombia’s most forgotten corner and hears first-hand how armed groups continue to terrorise rural communities.

Sarah Lapidus

W

hen the Colombian government signed the 2016 peace agreement with the FARC, many thought the conflict was over. But the FARC’s conversion from an armed group to a political party has left a power vacuum in rural areas where their guerrillas were once present.

Filling this gap are drug gangs, re-emerging guerrilla groups, and shadowy armed groups. And, as in the past, these fighters are now targeting civilians and small-scale farmers, often from both afro-Colombian and indigenous communities.

Those who speak out are most at risk. According to the Defensora del Pueblo, since the start of 2016, over 460 social leaders have been assassinated. 

So even as communities struggle to adapt to the post-conflict era, and preserve the memories of the victims from decades of state conflict with the FARC, new threats are on the rise.

Nowhere is this more apparent than Alto Guayabal, a village and Emberá Katío indigenous reserve set in the rainforest of Chocó, Colombia’s wildest and most westerly department.

“The conflict  has worsened. The ELN guerillas continue to commit crimes, assassinate and carry out kidnappings. Also, the paramilitaries, like the AGC, are stronger than ever. There has been little political effort, especially by our president, Iván Duque,” 22-year-old local activist Larry Mosquera tells The Bogotá Post during the second Festival de Memoria held in Alto Guayabal. 

The annual festival is organised by the Inter-Church Justice and Peace Commission (CIJP), a human rights nonprofit watchdog. The commission has also assisted the Embera community to create a humanitarian zone where – in theory – armed groups are banned. However, that ban is proving hard to enforce: in the weeks before our visit the indigenous community had reported gangs with guns terrorising villagers. 

But even with these recent threats, the Festival de Memoria goes ahead in Alto Guayabal, bringing together dozens of people from all sides of the conflict – ex-military, ex-FARC, and civilian victims – to share their stories.

A chance to speak out

Also present are delegates from Colombia’s Truth Commission, whose role is to listen and gather victim’s stories. It is part of the transitional justice agreement born from the FARC’s peace process with the state.

Danilo Rueda, the national coordinator of the CIJP, addresses attendees in the communal gathering hut: “The goal is for everyone to recount what they have experienced and what they feel, without accusing anyone,” he says. “This is about having a conversation, because we are convinced that through dialogue we can construct a different country. Words heal the soul.”

A Truth Commission delegate stands up to ask the group, “not to judge others, but simply to understand what is happening in society and how we were able to stop the war.” 

The conflict victims we talk to are grateful for the chance to tell their stories in front of the Truth Commission delegates, but they also worry that as they look back at the old conflict, a new one is emerging. For some it feels that the war never ended.  

“For us, there is no peace,” says Jorge Eliezer, sitting next to his partner in one of the communal huts. Armed men have threatened to kill him.

“They killed my cow, took our food, and fumigated our land,” he says. “And still, the government hasn’t kicked them out yet. They haven’t fulfilled their promise of land redistribution. The businesses are still there, and they look for intermediaries to enter [our territories] to rob us.” 

His story follows a narrative common in Colombia, according to human rights groups, whereby people with business and commercial interests use armed groups to threaten small-scale farming and indigenous communities, all part of a plan to force them to give up their land or sell it at a low price. 

In their effort to dislodge farmers from their properties, these gangs will escalate their threats to murder and massacres. Fear of these attacks can displace thousands of people and even whole communities. 

The CIJP has documented dozens of these types of threats and attacks. In fact the week following the Festival de Memoria, seven militia entered the community in a failed attempt to murder indigenous Embera community leader Bernado Zapilla. He was kidnapped and injured after being mistaken for another community member. They were thought to be members of the Autodefensas Gaitanistas de Colombia (AGC), one of the powerful armed groups that has grown since the peace deal was signed.  

Keep pushing for peace

Meanwhile, victims displaced by previous waves of violence are still waiting for financial reparation and restitution of land previously stolen. 

Many barriers still exist to getting back to their land, explains 16-year-old Diomedes Daveiba: “We want to return to where we were living before, but we can’t return. There are too many mines. We want them to clean up the mines on the roads, but there is no effort by the government.”

Meanwhile in the midst of continued conflict, communities like Alto Guayabla keep pushing for peace, explains El Espectador columnist Laura Mendoza, also taking part.

“In Colombia we talk about constructing peace. This event is constructing peace. None of us work alone in supporting the process, in raising awareness. There is a lot of work being done despite the continuous violence,” she explains. 

It’s a theme taken up by Larry Mosquera. Despite the continued violence, assassinations and fear in the community, he underlines the need to keep going. 

“The situation is very sad, but in the rural communities we continue to resist and fight for true and sustainable peace.”

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