THEBanking, complete digital bank in financial services and payment methods, elected the best business account by the iDinheiro portal and the 2nd best bank in Brazil elected by Forbes, implemented an innovative artificial intelligence (AI) solution with Amazon Web Services (AWS), resulting in significant improvements in customer service. Aiming to increase the team's productivity and improve the quality of the service, the company launched a project focused on automating customer service
The initiative started from one of the main reasons for customer contact: the exchange of payment machines. This process, governed by clear rules regarding the need for machine replacement, was identified as ideal for the first tests with AI
The developed chatbot uses Amazon Rekognition, AWS image and video analysis service, that identifies the machine's serial number through photos. Customers only need to send a photo of the device screen for the system to identify the error and provide the necessary guidance. Furthermore, the company makes use of Amazon Bedrock, managed generative AI service that offers various high-performance conversational model options in situations offallback. This approach in software development aims to deal with situations where a certain functionality or feature is not available, where the AI answers questions outside the scope based on frequently asked questions, achieving over 90% accuracy
About two months after the implementation of the pilot project, the PagBank team observed an average reduction of 85% in the response time of the chatbot compared to human assistance, demonstrating greater assertiveness and agility of the AI program. Furthermore, there was a significant reduction in follow-ups, that is, in the occurrences where the same client contacts again for the same reason
Implementing artificial intelligence solutions in our customer service has brought a significant gain in innovation and agility. With AWS, we managed to develop a robust and effective solution, and the integration of advanced technologies allows us not only to automate processes, but also improve the accuracy and speed of service. We are committed to continuously seeking agile and effective solutions, benefiting both our team and our clients, reinforcing our goal of making the financial life of individuals and businesses easier, says Cesar Leite, CTO of PagBank
With the results of cost reduction and increased efficiency and agility, PagBank plans to expand the use of AI for other customer contact reasons, integrating new technologies into various processes of the company. By combining advanced technology with a commitment to consumer experience, PagBank aims to improve both operational efficiency and customer satisfaction
One of the largest digital banks in the country by number of customers, PagBank offers tools for in-person and online sales, complete digital account for individuals and legal entities, automatic investment and CDBs certified with brAAA rating by S&P and AAA rating.brfor theMoody’s, with a yield of up to 130% of the CDI – with redemption at any time and goal-based investments, in addition to features that contribute to financial management, as Payroll. In PagBank, the credit card has a guaranteed limit and the investments become a limit for the card itself, enhancing client gains, in addition to generating up to 3% cashback on the bill, one of the largest in the market. In PagBank, those who have active and inactive balances in the FGTS can request an advance, in addition to being possible to hire the INSS Consigned loan for retirees and pensioners directly through the PagBank app.
