BIA - Artificial Intelligence in personalized and problem-solving service Qorus Banking Innovation Awards 2023

BIA is the artificial intelligence of Bradesco bank. A digital assistant developed to offer immediate assistance to customer responses. Created from the Watson cognitive computing platform in partnership with IBM, the artificial intelligence used in BIA works based on user behavior. BIA is able to resolve common customer queries and issues in the most natural way possible, facilitating the user experience 24 hours a day, 7 days a week. The learning and interaction process takes place in real time and mutually, as BIA learns from each interaction. started in 2014, however, the effective implementation of the first stage began in 2016. Before being made available to all customers, the BIA had already been tested for more than a year by branch employees, clearing specific doubts about the products and services offered . The objective was to train BIA so that it could deliver quick and accurate answers about Bradesco bank solutions. In 2022, the BIA project presented a significant improvement to meet new services and new channels. BIA has increased reach, knowledge base and the number of services provided. Now Bradesco's Artificial Intelligence is able to send LCI and CDB expiration notifications, warning of suspected fraud, provide account statement, IBAN code, credit card invoice, Pix vouchers and transfer via Pix. There is also the integration of BIA in the Bradesco Consórcios Portal. In addition, technological developments were implemented to reduce costs, with an intelligent interaction engine and increased resilience of the BIA through automatic resources for detecting and dealing with failures. The team responsible for all BIA evolutions in the roles of business, UX (experience), marketing analysts, artificial intelligence curators, data scientists, researchers, developers, solution architects, software engineers, testers, project leaders and infrastructure analysts.