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October 17, 2024

Bradesco achieves +80% resolution rate integrating Azure generative AI into BIA

Bradesco Bank, one of the largest financial organizations in Brazil, was looking to enhance its virtual assistant, BIA, with Microsoft Azure’s generative AI in order to improve its efficiency and resolution capacity.

Bradesco Bank has integrated Microsoft Azure’s generative AI to its virtual assistant, BIA, leveraging services such as Azure OpenAI and Data Lake to improve its efficiency and resolution capacity.

The implementation of Microsoft Azure’s generative AI by Bradesco resulted in a reduction in the response time from days to hours and an 8x growth in the use of BIA, significantly improving the operational efficiency and client satisfaction.

Bradesco

This story was originally published in Portuguese on September 26, 2024.

From days to a few hours: The agility and efficiency of generative AI

In 2016, Bradesco introduced BIA (Bradesco Artificial Intelligence), a virtual assistant that quickly became popular among clients. With the emergence of generative AI, Bradesco aimed to stay ahead of the curve. In November 2023, the bank made a significant leap by integrating Microsoft Azure's generative AI into BIA Agências, a version tailored for branch managers. Initially, this advanced technology was available to a select group of employees, showcasing Bradesco's commitment to innovation and efficiency.

This integration leverages the full Microsoft Azure suite, including Microsoft Azure AI ServicesMicrosoft AI SearchMicrosoft OpenAI ServiceMicrosoft Data Lake StorageMicrosoft Azure Databricks, and Microsoft Azure Service Fabric, all while adhering to security and responsible AI principles. After a successful three-month experiment, the solution was ready and gradually rolled out to managers and employees. Phelipi Dal’Olio Santos, Data Manager at Bradesco, highlighted the challenge: "It was very new and challenging. We had to make a solution in a dynamic market with many changes, but we successfully brought all these innovations to BIA."

To streamline queries on internal regulations and boost managers' productivity, Bradesco harnessed the power of generative AI to quickly and accurately generate answers and documents, eliminating time-consuming queries. According to Augusto Vieira, Data Manager at Bradesco, updating answers and documents used to take 3-5 days. Now, this process is reduced to just a few hours or even overnight. This agility not only enhances operational efficiency but also cuts costs associated with lengthy and complex processes.

BIA has also been launched to digital clients, and the initial results from using generative AI are already evident. In the first week, Bradesco achieved impressive numbers: an 82% resolution rate at the first level of service and an 89% retention rate, directly enhancing the self-service experience available to clients through digital channels.

8x more queries: The reliability of generative AI

Another success indicator was the notable increase in the frequency of use of BIA Agências by managers. Vieira revealed that the number of queries made by managers surged 8x after the implementation of generative AI. "They are returning more and asking more," he stated, highlighting the high level of trust in the new technology.

Testimonials from branch managers who experienced a transformation in their work with BIA Agências further underscore its impact. A.G., General Manager, noted, "BIA provided correct answers, even for matters we don't frequently ask about." AOC, Service Operator, shared, "From now on, I will ask BIA as though they’re my work colleague." An Assistant Manager of the digital branch added, "It's excellent not having to close BIA to change the subject."

The effectiveness of both BIA Agências and BIA Clientes was evident in the improved accuracy and contextual relevance of the answers, which enhanced customer satisfaction and service quality. As Phelipi emphasized, "BIA becomes an ally to the manager, acting as a copilot and providing greater resolution to our clients."

Microsoft brought some base architecture, and in all the challenges we faced while building this journey, Microsoft readily answered and supported us in solving them.

Augusto Vieira, Data Manager, Bradesco

A successful strategic partnership

Bradesco underscores the pivotal role of Microsoft as an essential partner in their project's success. Vieira noted, "Microsoft brought some base architecture, and in all the challenges we faced while building this journey, Microsoft readily answered and supported us in solving them." This continuous collaboration ensured Bradesco had access to top-tier technologies and technical support.

The integration of Microsoft Azure's generative AI has positioned Bradesco as a leader in financial sector innovation. BIA stands out as a benchmark for AI use in financial organizations, reinforcing Bradesco's market image and inspiring other organizations to follow suit.

Next steps: The evolution of generative AI

The future of generative AI at Bradesco is bright. The bank plans to expand BIA's use to its entire client base. This evolution will enable BIA to not only provide information but also perform more transactional actions, further streamlining processes and enhancing the customer experience.

Conclusion

The implementation of Microsoft Azure’s generative AI by Bradesco exemplifies how technological innovation can transform processes and enhance efficiency in large financial organizations. With significant productivity gains and improved service quality, Bradesco stands out as a leader in AI adoption. As Vieira concluded, “We are expanding, taking the lead, and bringing value to the market with all our lessons so far. The fact that this is already a reality makes us proud.”

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