THEBankinga complete digital bank in financial services and payment methods, elected the best corporate account by the iDinheiro portal and the 2nd best bank in Brazil by Forbes, implemented an innovative artificial intelligence (AI) solution with Amazon Web Services (AWS), resulting in significant improvements in customer service. Aiming to increase team productivity and improve service quality, the company launched a project focused on automation of customer service.
The initiative was based on one of the main reasons for customer contact: the replacement of payment machines. This process, governed by clear rules regarding the need to replace the machine, was identified as ideal for the initial tests with AI.
The developed chatbot uses Amazon Rekognition, AWS's image and video analysis service, which 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. Additionally, the company makes use of Amazon Bedrock, a managed generative AI service that offers various high-performance conversational model options in situations offallback. This approach to software development aims to deal with situations where a certain functionality or feature is not available, where AI answers out-of-scope questions based on frequently asked questions, achieving over 90% accuracy.
Approximately two months after the implementation of the pilot project, the PagBank team observed an average reduction of 85% in the chatbot's response time compared to human service, demonstrating greater accuracy and agility of the AI program. Furthermore, there was a significant reduction in recontacts, that is, in cases where the same customer contacts again for the same reason.
“Implementing artificial intelligence solutions in our customer service has brought significant gains in innovation and agility. With AWS, we were able to develop a robust and effective solution, and the integration of advanced technologies allows us not only to automate processes, but also to improve the accuracy and speed of service. We are committed to continually seeking agile and effective solutions, benefiting both our team and our customers, reinforcing our goal of making the financial lives of people 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 reasons of customer contact, integrating new technologies into various company processes. By combining advanced technology with a commitment to the customer experience, PagBank aims to improve both operational efficiency and customer satisfaction.
One of the largest digital banks in the country in terms of number of customers, PagBank offers tools for in-person and online sales, a complete digital account for individuals and legal entities, automatic investment and CDBs certified with a brAAA rating by S&P and an AAA rating.brfor theMoody's, with returns of up to 130% of the CDI – with the ability to redeem at any time and investments tailored to objectives, as well as features that contribute to financial management, such as Payroll. At PagBank, the credit card has a guaranteed limit, and investments become a limit for the card itself, enhancing customers' earnings*, in addition to generating up to 3% cashback on the bill, one of the highest in the market. At PagBank, those with active and inactive balances in the FGTS can request early withdrawal, and it is also possible to contract the INSS payroll loan for retirees and pensioners directly through the PagBank app.
