Case Study: Sicredi improves customer service and employee satisfaction with IBM generative AI

Using generative AI to support improved customer service and employee satisfaction

Sicredi, Brazil’s largest cooperative financial institution, wanted to improve customer service and member experience while reducing the need for support reps to escalate questions to product specialists. To address this challenge, Sicredi partnered with IBM Client Engineering and used IBM watsonx.ai, IBM Watson Discovery, and IBM watsonx Assistant to enhance its digital support assistant with generative AI.

IBM helped Sicredi co-create and pilot the new assistant, which answers natural-language questions by searching support documentation and generating responses in seconds. In the 20-day pilot, Sicredi served 6,500 members and saw a 10%–12% improvement in query resolution without escalation, a 1% increase in net promoter score, and an 8% decrease in abandoned support calls, along with faster average resolution times.

Sicredi

Alceu Meinen

Superintendent of AI and Customer Relations