Customer Service Channels – Intelligent Planning with AI and Clickable Intelligence Qorus-NTT DATA Innovation in Insurance Awards 2026
BrazilCategory
Operations & Workforce ExcellenceKeyword
Operational excellence & efficiency, AI & Generative AI, InnovationBusiness Line
Motor insurance, Liability Insurance, Home Insurance, Accident Insurance, Assistance, Commercial Insurance, Employee Benefits, Health Insurance, Healthcare, Income protection, Life InsuranceDistribution Channel
Partners
Innovation presentation
Intelligent Planning with AI is a project designed to optimize resource management in the Customer Service Center, using artificial intelligence and historical data to predict call volume and support strategic decisions.
The initiative emerged from the need to handle high volume, operational complexity, and low predictability, surpassing traditional practices and reducing dependency on external consulting firms.
Inspired by the innovation and data‑driven culture of Grupo Bradesco Seguros, the project involved the areas of Data Management, BI/Analytics, MIS, and the business areas Auto, Capitalization, Health, Life, and Pension.
To date, the main results include high predictive accuracy (up to 99.9%), reduction of operational costs, improvement in service levels, and consistent evolution in customer experience and quality indicators.
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