BrazilFinance and insurance2018 – ongoingBanco Inter (Inter & Co)
Babi virtual assistant with generative AI
Inter's Babi assistant reached 2 million interactions a month after generative AI was added
Problem
Inter had about 41 million clients and needed to answer routine questions across channels, including social networks, without a matching rise in human agents.
Approach
Inter built Babi in-house in 2018 and has improved it since. The bank added generative AI to hold more natural, contextual conversations. Babi works from a knowledge base of nearly 500 links and over 3,000 articles.
Results
Takeaway
Inter kept one in-house assistant for eight years and added generative AI to it. The article did not define what retention means.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The article reports that Inter's Babi assistant handles about 2 million interactions a month with a 70% retention rate. It says Babi was created in 2018, built in-house, and now uses generative AI. It gives the size of its knowledge base and Inter's 41 million clients.
Full details are in the original sources.