Case Study: Bradesco Next achieves 85% AI-powered self-service and rapid digital growth with Genesys PureEngage

Bradesco Next becomes part of daily life for Brazil’s millennials

Bradesco Next is a mobile-first digital bank launched by Banco Bradesco to serve 18–35-year-old, hyperconnected Brazilians who prefer self-service. The challenge was to design entirely digital customer journeys and maximize AI-driven self-service so banking fits into customers’ daily lives rather than disrupting them.

Using Genesys PureEngage integrated with IBM Watson, Bradesco Next deployed Bia, a natural-speech virtual assistant trained for native Brazilian slang, to orchestrate calls, chat and WhatsApp interactions. The blended AI solution handles 85% of inquiries, answers over 75,000 discrete questions, helped onboard 300,000 customers in year one (86% new to Bradesco), and drives 95% usage of digital channels.

Bradesco Next

Eder Gonzaga

Head of Customer Experience and Artificial Intelligence