Case Study: Banco BMG achieves 62% resolution of high‑risk customer issues with NICE Systems' Nexidia Analytics

Banco BMG listens for warnings with Nexidia Analytics

Banco BMG, a São Paulo–based bank serving 9.1 million customers, wanted to proactively spot callers at risk of escalating complaints to legal or regulatory action among its 550,000 monthly calls. The challenge was to detect early verbal cues of severe dissatisfaction and intervene before issues became costly disputes.

Using NICE Nexidia Analytics, the bank built a predictive model from 170,000 interactions tied to 25,000 past legal cases, flagging phonetic, tone and behavioral indicators and generating daily alerts. Alerts are routed to a trained specialist team that reaches hundreds of clients monthly — resolving 62% of high‑risk cases — while revealing vocal warning signs and operational improvement opportunities across the business.

Banco BMG

Fabio Magalhaes De Souza

Client Services Superintendent