PagBank innovates customer service with AWS Artificial Intelligence

The PagBank, complete digital bank in financial services and means of payments, elected the best PJ account by the portal iDinheiro 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 team productivity and improve service quality, the company launched a project focused on service automation.

The initiative had as its starting point one of the main reasons for customer contact: the exchange of payment machines. This process, governed by clear rules on the need for machine replacement, was identified as ideal for the first tests with AI.

The chatbot developed uses Amazon Rekognition, an image and video analysis service from AWS, which identifies the machine's serial number through photos. Customers only need to send a photo of the device screen so that the system identifies the error and offers the necessary guidance.In addition, the company makes use of Amazon Bedrock, a managed service of generative AI that offers several options of high-performance conversational models in situations of fallback. This approach in software development aims to deal with situations where a particular functionality or feature is not available, where AI answers questions out of scope based on frequently asked questions, achieving over 90% accuracy.

About two months after the pilot project was implemented, the PagBank team observed an average reduction of 85% in chatbot service time compared to human service, demonstrating greater assertiveness and agility of the AI program. In addition, there was a significant reduction in recounts, that is, in occurrences in which the same customer comes back in contact for the same reason.

“Implementing artificial intelligence solutions in our customer service has brought a significant gain in innovation and agility.With AWS, we have been 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 continuously pursuing agile and effective solutions, benefiting both our team and our customers, reinforcing our goal of facilitating the financial lives of people and businesses”, 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 contact with customers, integrating new technologies to various company processes.By combining advanced technology with a commitment to the consumer experience, PagBank aims to improve both operational efficiency and customer satisfaction.

One of the largest digital banks in the country in number of customers, PagBank offers tools for face-to-face and online sales, complete digital account for individuals and legal entities, automatic investment and CDBs certified with brAAA rating by S&P and AAA.br rating by Moody’s, with income of up to 130% of CDI 4 redemption at any time and investments by objectives, as well as features that contribute to financial management, such as Payroll. In PagBank, the credit card has a guaranteed limit and investments become a limit for the card itself, enhancing the earnings of customers*, in addition to generating up to 3% of cashback on the invoice, one of the largest in the market. In PagBank, those who have an active and inactive balance in FGTS can request anticipation, in addition to being possible to hire the INSS Consignado for retirees and pensioners directly from the app Paybank.