BrazilFinance and insurance2023 – ongoingBradesco
BIA virtual assistant rebuilt on generative AI
Bradesco said its generative AI assistant BIA resolved 82% of first-level customer requests
Problem
Bradesco's BIA assistant had run since 2016 on IBM Watson and answered a limited set of customer questions. Customers also chatted with it about topics far outside banking.
Approach
The bank began a generative AI version of BIA in August 2023 with 1,000 customers. In April 2024 it moved BIA to Bridge, its own generative AI platform, and added guardrails to limit what the assistant answers. BIA later went from answering questions to carrying out transactions.
Results
Takeaway
The bank said guardrails were needed because customers use the chat for any topic. Its reported resolution rates of 82% and 90% use different definitions.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceIT and R&D
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Bradesco's customer experience director Patricia Kessler spoke at the Bloomberg Línea Summit in São Paulo. She said generative AI resolved 82% of first-level requests and more than 10 million customers used the AI chat. BIA began on IBM Watson in 2016 and moved to the Bridge platform in April 2024, with guardrails limiting its answers.
Bradesco CIO Edilson Reis spoke at Febraban Tech. He said the generative AI BIA started in August 2023 with 1,000 customers and now served 3 million, with 90% of interactions closed by the bot and 10% passed to humans. He also described a copilot for 80,000 employees and multi-agent tests.
Full details are in the original sources.
