Proactive update of the status of the mortgage loan proposal via WhatsApp BIA Qorus-Infosys Finacle Banking Innovation Awards 2025

The innovation consists of integrating Bradesco's virtual assistant, BIA, with WhatsApp, so that clients can proactively monitor the status of their mortgage proposals in real time. For the first time, clients don't need to call the Center to get information about their proposal, but instead automatically receive updates directly in the app that is already part of their daily lives. In addition, the solution has Artificial Intelligence capable of clarifying doubts immediately after the notifications are sent. If the automatic responses aren't enough, the customer is quickly directed to a specialist, guaranteeing personalized and efficient service. The idea was born out of the motivation to solve one of the main pain points for clients: the lack of visibility into the progress of their proposals, which led to insecurity and excessive contact with traditional channels. By transforming a passive process into a proactive flow, the institution has raised the bar in terms of transparency, improved the customer experience and challenged the traditional relationship model in the banking sector The great competitive advantage lies in the combination of three factors: proactive communication, intelligent automated service and rapid escalation to human service, all within a simple, accessible channel that is highly used by customers. While the market still depends mostly on call centers or access to proprietary applications, this solution breaks down barriers, simplifies the journey and reduces friction. The development was made possible thanks to the joint work of different departments. The Technology areas were responsible for integrating the systems and AI with WhatsApp. The Customer Service team brought the main pains and needs of customers, while Marketing and Products ensured that communication was clear, friendly and adhered to regulatory and brand guidelines. The entire project was conducted within an innovation laboratory, using agile methodologies and constant cycles of testing and improvement. The result was a significant transformation in the mortgage customer journey. The reduction in calls at Central, the increase in customer satisfaction and the optimization of internal processes prove the positive impact of the solution, which combines technology, intelligence and customer focus to generate real value for the business and for people.