Normalized claim
Quantified impact: 82%
Achieved 82% first-level resolution for customer service queries.
Bradesco Automates Financial Services With AI-Driven Customer Engagement
Use case typeCustomer support automationUpdated Jun 13, 2026
Bradesco, one of Brazil’s leading banks, partnered with Microsoft to drive a large-scale transformation in its customer service and financial operations using AI and cloud solutions. Leveraging the Microsoft Azure AI platform and Dynamics 365, the bank rolled out AI-powered customer service agents, such as the AILA assistant, to automate responses, resolve issues at first contact, and streamline service processes. Bradesco’s approach, in synergy with bold regulatory support and a mobile-first client base, positions it as an innovator in digital banking. The initiative resulted in notable operational efficiencies—achieving 82% first-level service resolution, 65% audit efficiency improvements, and increased customer engagement. Bradesco’s work is an industry reference for how agentic AI can redefine banking.
Reported outcomes
+65%
productivityProductivity & throughput
82%quantified impact
Strategic outcomes
Customer experience & trustIncreased customer engagement and retentionBetter decisions & insightImproved audit productivityCustomer experience & trustResolved more customer queries at first contactCompetitive differentiationSet regional digital transformation benchmark
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Productivity: 65% increase
Boosted audit productivity by 65% through AI-driven automation.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Bradesco
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- microsoft.com
Leveraging the Microsoft Azure AI platform and Dynamics 365, the bank rolled out AI-powered customer service agents, such as the AILA assistant, to automate responses, resolve issues at first contact, and streamline service processes
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1AI-Powered Customer Service Automation
- 2Agent-Based Audit Workflow Management
- 3Omnichannel Digital Support in Banking
- Legacy systems limited the speed and scope of digital transformation.
- Increasing demands for customer experience in a highly mobile client environment.
- Need for compliance with evolving Brazilian financial sector regulations.
- Pressure to reduce operational costs and manage risk with scalable automation.
- Adoption of Microsoft Azure AI for powering service automation and insights.
- Deployment of Dynamics 365 Customer Service for omnichannel support and integration.
- Implementation of an AI assistant (AILA) to handle audit workflows and front-line inquiries.
- Cloud-based and mobile-first customer engagement with intelligent agents.
Technologies
- Achieved 82% first-level resolution for customer service queries.
- Boosted audit productivity by 65% through AI-driven automation.
- Increased customer engagement and retention with AI-powered mobile agents.
- Set benchmark for digital transformation in the region’s financial sector.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
Published: Aug 1, 2025Publisher: microsoft.com
AI-generated summary. Verify important details with the linked sources before relying on this case.
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