Case Study: Banco do Brasil achieves 40% reduction in valid BACEN complaints with NICE Systems' Interaction Analytics

Banco do Brasil Automates the Rebuilding of Reputational Excellence with NICE Interaction Analytics

Banco do Brasil, one of Brazil’s largest banks serving roughly 80 million customers through 15,000+ branches, faced reputational damage from high volumes of regulator (BACEN) complaints. After peaking as the institution with the most BACEN complaints, leadership committed to reducing upheld complaints and keeping customer issues from escalating to the Central Bank.

The bank implemented NICE Interaction Analytics to automatically detect and escalate high‑risk interactions (e.g., mentions of “BACEN”), routing cases to back‑office investigators while frontline agents continued resolution. The program delivered a 40% reduction in valid BACEN complaints (from ~1,000 to ~600 year‑over‑year), an 85% resolution rate for escalated high‑risk interactions, 823 potential regulator complaints eliminated in 2022, and the fewest BACEN complaints among Brazil’s five largest banks.

Banco do Brasil

Edgardo Ladeira

General Manager of Customer Service