Azure Redis Cache

Banco Bradesco Streamlines Customer Service with Azure AI Foundry, Apps, and Databases

Banco Bradesco SA

Banco Bradesco, co-developing with Microsoft and Avanade, built Bridge, a multi-agent, technology-agnostic generative AI platform based on Azure OpenAI in Foundry Models, with governance standardized through Azure Red Hat OpenShift and Azure API Management for deployment and scaling. Bridge powers BIA for Customers and BIA Corporate virtual assistants across phone, chat and WhatsApp for roughly 74 million customers. Results include an 83% resolution rate for digital customer service, 80% for employee queries, 89% request retention, a more than 30% reduction in technology costs, product launches up to 10x faster, an 8x productivity increase in managerial efficiency, and a 65% efficiency gain in audit planning. Azure Cosmos DB processes more than two million requests and two billion inference tokens daily. The bank runs 10 large language models and at least 20 use cases in production, including MentorIA, which automates analysis of more than 18,000 collections calls per day.