Since its implementation in 2016, the BIA (Bradesco Artificial Intelligence) has been hitting considerable marks. With the help and partnership ofIBM Watson Assistant, Watson Discovery, the Bradesco application hit the mark of 87 million interactions with employees, current and potential customers of the bank since its implementation. And the mark could reach up to 100 million in March. 4u3r2o
The secret to success is in exactly 3 seconds. With the help of Watson, the BIA can answer questions and perform various services, such as balance and statement inquiries, transfers, bill payments, investments, cell phone recharges or loans in just 3 seconds. Always keeping a dynamic chat with the app.
The numbers are not limited to small amounts. The number of s who opted for the partnership between Bradesco and IBM already circulates around 9 millions of customers and in 2018 alone, more than 78 thousand new s via the Bradesco app. It does not stop there. As of September 2017, more than 80% of reviews range from 3 to 5 stars.
Bradesco's artificial intelligence answers more than 200 thousand questions, about more than 59 products of the bank, and proposes solutions to the client while it is running.
One of the most frequently asked questions is: “How to the Token on my cell phone?"
Upon verbalizing their request, the customer activates the virtual assistant, which in 3 seconds can help the customer obtain their token without the need to visit an agency, allowing for more agility and comfort. But does not stop there.
Another recurring question is about opening s, occupying the top of the list of intentions triggered in the last three months.
“Artificial intelligence is changing the way we work and is increasingly transforming consumption habits. Our mission today at IBM is to be protagonists in the digital reinvention of our customers and create unique ways to meet new consumer expectations. Our partnership with Bradesco is a great example of how innovation and technology are improving the experience of millions of people in Brazil”.
comments the president of IBM Brazil, Tony Martins.
But after all, who is BIA? 3r5l3c
Surely you already know Siri, a personal assistant present on devices Apple . Or Cortana, digital assistant from Microsoft. Now, if you have an Android device, probably the “ok, Google!” part of your everyday life through Google Now.
Following the trend, in 2016 Bradesco integrated its own artificial intelligence, BIA. with the motto “She still doesn't know everything. But with every question, she learns from you.” Bradesco's artificial intelligence is a chatbot developed to provide immediate service to customer responses. Built on the Watson cognitive computing platform in partnership with IBM, artificial intelligence works based on behavior.
The idea is for BIA to be able to solve common customer queries and problems in the most natural way possible, facilitating the experience, 24 hours a day, 7 days a week.
The Bradesco application's virtual assistant works through cognitive computing, in a very simple and intuitive way. As with Android, iOS and Microsoft assistants, to interact with BIA, the simply asks questions and provides information about their financial or personal life.
After accessing the application Bradesco, a search field will appear asking the customer to type or speak to the virtual assistant. Then, just click on the space to enable the and that's it, it will be possible to use artificial intelligence.
Through cognitive computing, the interacts with the BIA so that it can learn what their needs are and even anticipate them. The process of learning and interaction happens in real time and in a mutual way.
The more information the customer es to the artificial intelligence, the more it will know about him, and thus be able to anticipate his desires.
BIA and IBM Watson: a case of success at IBM Think ym4s
The history of BIA is confused with that of IBM Watson in Brazil. That's because, back in 2016, the Bradesco was the first company in the country to train Watson in Portuguese so that it could interact, in natural language, with bank employees and help them in their daily activities. The idea was to optimize the work and it worked.
Over time, and with from the bank's employees who trained the system, the algorithm became more intelligent and the project moved to a second phase: the bank's customers, who today can ask questions and perform services with its help. The fruits yielded much celebration of the two companies in the IBM Think 2019.
Guilherme Novaes, director of cognitive solutions at IBM and Henrique Albuquerque, research and development manager at Bradesco commented on the success.
“We see human interactions with artificial intelligence systems as the future of the bank-customer relationship, streamlining customer communication and making the bank's systems more efficient,” says Henrique.
According to Henrique, the creation of the chat system with BIA's artificial intelligence, in addition to helping managers to resolve doubts about the bank's numerous products and services, generated a new demand for delivering information to customers, through platforms such as the website and applications developed by Bradesco, together with IBM.
