How Banco Bradesco uses AI

Bradesco built AILA, an assistant on Azure OpenAI that supports its audit process across planning, reporting, drafting and proofreading, and root cause analysis. Microsoft reports efficiency and time savings for each of those steps in a customer story round up, without stating the measurement method or period.

BIA is Bradesco's virtual assistant, launched in 2016 on IBM Watson. It added Pix transactions in 2022 and has run on the bank's own platform, called Bridge, since 2024. The head of Bradesco Experience told an October 2025 conference that generative AI resolves 82 percent of first level customer demands, and that more than 10 million customers use BIA. The bank limits the assistant's scope with guardrails because customers raise topics outside banking.

In Bradesco's collections operation, a generative AI system analyzes 18,000 calls a day and guides the human operator on what is likely to work, such as what to say, when to offer a product, which product and on what terms, so the operator negotiates better with a customer who has a debt. Bradesco's director of Bradesco Experience described the initiative at the Bloomberg Línea Summit 2025 in São Paulo, as part of a wider generative AI program that also runs the bank's BIA customer chat and an internal coding assistant.