Winning with AI
A Big Bet on Generative AI Puts Bradesco Ahead of the Curve
A Big Bet on Generative AI Puts Bradesco Ahead of the Curve
With three customer-facing tools, the bank has set an industry standard for AI innovation.
The Ambition
Bradesco, one of Latin America’s largest banking institutions, pioneered the use of AI in the financial sector nearly a decade ago. When the company decided to elevate its AI assistant, the initiative became a catalyst for scaling generative AI across the entire organization. We offered strategic guidance and specialized technical expertise to lay the foundation for enterprise-wide adoption, reinforcing Bradesco’s position as a global leader in AI innovation.
Outcomes
90%
retention rate of customer chatbot
95%
response accuracy of customer chatbot
Bradesco’s journey began with a strategic, low-risk initiative: enhancing its internal branch manager chatbot. In just 12 weeks, the bank successfully integrated generative AI, significantly improving the tool’s efficiency and employee adoption. This early success became a springboard for expanding into client-facing applications and broader innovation.
Our support spanned two critical dimensions: technology and talent. On the tech front, we helped Bradesco create its first generative AI platform, designed to be LLM-agnostic to ensure long-term scalability. On the talent side, after the bank mobilized a cross-functional approach, we trained the selected technical, business, and customer experience teams for enterprise-wide readiness. This foundation and holistic strategy helped the bank rapidly develop and deploy three pioneering applications:
Customer chatbot. Among the first customer-facing generative AI tools in global banking, the chatbot responds to customer queries and provides personalized support. Built in just eight weeks, it exceeded its 50% retention goal by achieving 90%—resolving customer needs without human intervention in 90% of cases. It now serves millions of customers every day.
Call center chatbot. Designed to empower Bradesco’s customer service agents, this tool accelerates inquiry resolution, increases the number of customers assisted, boosts resolution rates, and reduces average call handling time by 40% (in pilot). In the coming months, it will feature real-time audio interpretation, offering suggested responses before agents even join the call.
Smart payments. Bradesco customers can already make instant payments in less than 10 seconds via WhatsApp, thanks to a national instant payment system created by Brazil’s central bank. This new agentic solution, piloting in summer 2025, offers additional features that make money transfers even more seamless, including voice requests, image interpretations, and account splits.
With its clear AI vision and strong execution of its AI strategy, supported by our technical integration and capability building, Bradesco continues to enhance the customer experience with bold, innovative solutions. Today, it stands as one of the industry leaders in AI maturity, not only in Brazil, but globally—an achievement recognized with national and international awards.
