Case Study: Bradesco Next improves customer experience with Genesys Engage and IBM Watson

Bradesco Next handles 85% of inquiries with Genesys

Bradesco Next, the digital bank of Brazilian financial institution Banco Bradesco, faced the challenge of launching a bank for a young, hyperconnected demographic that demanded fully digital, immediate service. To differentiate itself and maximize AI and self-service opportunities, it turned to vendor Genesys for a solution, implementing the Genesys Engage on-premises platform integrated with IBM Watson.

The Genesys solution orchestrated all customer interactions and powered a natural language virtual assistant named Bia, which was trained to understand native Brazilian slang. This enabled Bradesco Next to handle 85% of customer inquiries through AI, onboard 300,000 customers in its first year, and achieve a 95% utilization rate of digital channels. The efficient self-service journeys significantly reduced customer effort and improved operational productivity.

Bradesco Next