AI that pays off: what support teams can learn from Bradesco
Support leaders don't need hype. You need outcomes. Bradesco shows what happens when automation and orchestration get real: faster launches, higher resolution, and fewer escalations.
If your queue is overloaded and your NPS is stuck, study this playbook.
What changed at Bradesco
- More than 30 percent increase in productivity compared with legacy solutions.
- New solutions launch up to 10 times faster.
- 83 percent resolution rate via BIA for Customers, serving millions of people.
- 80 percent resolution rate via BIA Corporate for employees, with a Net Promoter Score increase of six points.
- 89 percent request retention, with inquiries resolved without escalation.
- 8x productivity increase in managerial efficiency through generative AI tools.
- 65 percent efficiency gain in audit planning using an internal Audit Intelligent Learning Assistant.
- Business units can create and manage AI agents, accelerating experimentation.
- Software engineers use the BIA Tech assistant to speed up development.
- Scale matters: 10 large language models, 400+ experiments, and at least 20 use cases in production.
- Less manual work, more strategic focus. Example: MentorIA analyzes more than 18,000 calls per day and lifts conversion by more than 22 percent.
Why this matters to customer support
High resolution rates mean fewer escalations, shorter queues, and less burnout. An 89 percent retention rate keeps issues at the first line, where speed and context live.
Faster launches give you room to test, learn, and iterate. You don't wait months to fix a broken workflow or add a new intent. You ship this week.
How they built the backbone
Automation and orchestration sit at the core. The stack includes Azure Red Hat OpenShift for a reliable, scalable foundation and Azure Cosmos DB for speed and resilience at scale. With Microsoft Power Platform and Azure-including Azure API Management-they scale AI securely across teams and workflows.
The result: business units spin up agents without clogging engineering. Guardrails keep data and access in check, while teams move faster.
Voice-first support is coming fast
Bradesco is piloting Smart Pix: instant transfers with voice commands on WhatsApp. It matches how Brazilians prefer to communicate-short voice notes, on the go.
For support teams, voice bot workflows will matter as much as chat. Start with high-volume intents and clear verification steps. Learn more about Pix from the central bank's overview here: Banco Central do Brasil: Pix.
Actionable takeaways for support leaders
- Set a measurable target per quarter: deflection, first contact resolution, average handle time, or CSAT/NPS.
- Map your top 50 intents and automate the top 10. Review weekly, not quarterly.
- Orchestrate across channels (web, app, WhatsApp, voice) so context follows the customer.
- Give business teams a safe sandbox to build agents; enforce data and access policies centrally.
- Ship small, often. Templates and shared components cut launch time by 5-10x.
- Adopt multi-agent patterns for complex workflows (verification, policy checks, handoff to human).
- Instrument everything: retention rate, containment, handoff quality, and time to resolution.
- Close the loop with product and engineering so repeated issues get fixed at the source.
Bridge to what's next
Bradesco is expanding into customer onboarding and real-time voice interaction for instant payments. As one leader put it, people want to bank on the go-and performance at scale is non-negotiable.
The message for support teams: make it easy, make it fast, and make it work the first time. AI is the system, not a side project.
Level up your skills
If you lead support or CX and want to build practical AI workflows, this library can help: AI courses by job role.
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