BIA (Bradesco Inteligência Artificial) Qorus Banking Innovation Awards 2016 - Winner

Bradesco is always searching and researching about new means that would help us to give an updated service to our customers. One of our findings was the approach of cognitive computing and artificial intelligence that still is on the verge of the human knowledge and adoption. We have identified that this new technological paradigm is disruptive enough to enhance many of our operations. Under this trend, we came up with BIA. BIA is the Brazilian Portuguese acronym for Bradesco Artificial Intelligence. It is the concept created by Bradesco under which all artificial intelligence and cognitive computing initiatives will dwell. The first implementation is using IBM-Watson to address a public of 65.000 employees with the objective to answer explanatory or operational inquiries about the branches’ products and services. The goal largely achieved was to have a system the answers with accuracy comparable to that of our specialists. We have planned it to be extremely flexible to aggregate knowledge about new products and services as necessary, and to be scalable do whatever population size Bradesco gathers in its branches. Much of the success is due to the participation of representatives of many departments. From operations to customer services, greatly assisted by digital channels, every corner of the organization share the accomplishments.