Case Study: Banco do Brasil improves real-time banker support with NiCE Cognigy

Banco do Brasil equips 12,000 relationship managers with Cognigy Copilot

Banco do Brasil, one of Latin America's largest financial institutions, faced the challenge of extending AI capabilities from its contact center into its relationship banking offices. Their relationship managers struggled to manage thousands of high-value clients across asynchronous channels like WhatsApp, chat, and voice, leading to inefficient context-switching and unreliable CRM data. The bank partnered with Cognigy to implement a solution that would provide real-time context and improve data integrity.

Cognigy implemented its NiCE Copilot solution, which was integrated directly into the bankers' workspace to provide generative AI summaries of past and current conversations, sentiment analysis, and a unified view of all client channels. This allowed relationship managers to quickly understand context when switching between numerous concurrent conversations. The solution also wrote interaction-derived data back into the CRM, significantly improving the integrity of the data used for next-best-offer targeting. While measurable outcomes are still being validated, early qualitative results show bankers are experiencing cleaner workflows and more reliable data.

Banco do Brasil