Case Study: Bradesco improves customer service speed and personalization with IBM Watson

Brazilian bank Bradesco is giving personal attention to each of its 65 million customers with Watson

Bradesco, one of Brazil’s largest banks with more than 5,200 branches and 65 million customers, needed to speed up service and improve personalization for both employees and clients. Branch staff often waited a long time for answers to product and service questions, creating delays for customers. Bradesco turned to IBM and Watson to help deliver faster, more engaging customer service.

IBM implemented Watson, training the AI in Portuguese and banking with 10,000 customer questions before rolling it out across all branches. The result was response times cut from 10 minutes to a few seconds, with Watson now answering 283,000 questions a month at 95% accuracy and requiring only 5% of cases to be escalated. After 10 months, IBM helped Bradesco achieve 96% correct answers, improving employee confidence and enabling better customer experiences.

Bradesco

Marcelo Camara

AI Lead