Omnichannel Modernization with Cloud based AI Qorus-NTT DATA Innovation in Insurance Awards 2026

Bradesco Seguros implemented a strategic modernization of its contact center by migrating operations to the Genesys Cloud platform, adopting a cloud omnichannel model enhanced by generative artificial intelligence.
The project aims to increase availability and service quality, provide more fluid and personalized experiences, and boost operational efficiency through automation, real‑time analytics, and full integration between channels.

This transformation became necessary due to rising demand for faster, smarter, and more customized interactions from customers and brokers. Bradesco Seguros identified the need to modernize its service ecosystem to meet digital consumer expectations and overcome the limitations of legacy systems by adopting a cloud‑based solution with continuous updates and no operational downtime.

In the competitive landscape, while other insurers have advanced in digitalization, Bradesco Seguros differentiates itself by adopting an integrated omnichannel architecture supported by generative AI, enabling greater operator assertiveness and significant gains in speed and resolution — confirmed as key pillars of the platform and the partnership with Genesys.

The project was inspired by the growing need to deliver more efficient journeys in a market increasingly oriented toward personalized experiences. Global trends in cloud‑based contact centers, intelligent automation, and customer‑centric service directly influenced the innovation’s concept, aligned with the company’s strategy of placing clients and brokers at the center of the business.

The initiative involved multiple areas at Bradesco Seguros, including Customer Service, Information Technology, Operations, Customer Experience, and Integration/Digital Transformation teams, along with the strategic partnership with Genesys — responsible for the cloud platform and advanced generative AI and omnichannel capabilities.

Among the results already observed are increased agility and channel availability, improved service assertiveness through generative AI, productivity gains in both front and back office, and a superior experience for customers and brokers with faster, more integrated, and smarter interactions. These results reinforce the strategic evolution of the company and its ongoing commitment to digital transformation.