Banco do Brasil is embedding agentic AI into its core banking workflows through the deployment of NiCE Copilot, helping relationship managers and banking teams deliver more personalized, efficient and compliant customer service.
Integrated within the NiCE CXone AI platform, the solution provides AI-powered guidance, automation and real-time insights from a single workspace.
Serving more than 90 million customers, Banco do Brasil is investing in technology that supports personalized banking while maintaining governance, consistency and regulatory compliance. NiCE Copilot streamlines customer interactions by automatically summarizing conversations, surfacing relevant engagement history and analyzing customer sentiment in real time. These capabilities transform fragmented information into actionable intelligence, allowing employees to prepare faster, make informed decisions and respond more effectively.
The platform also delivers contextual guidance during customer interactions, reducing time spent searching across multiple systems and organizing customer information. This enables banking professionals to focus on strengthening relationships, identifying service opportunities and providing tailored financial support.
Beyond improving efficiency, the deployment creates standardized interaction summaries and traceable engagement records that reinforce operational consistency and compliance across the organization.
Currently in a pilot phase, the initiative has already demonstrated gains in productivity, reduced rework, greater consistency in customer interactions and improved information management. It also builds on the companies’ ongoing collaboration following Banco do Brasil’s 2025 integration of WhatsApp into the NiCE CXone platform, creating a centralized, secure and traceable environment for customer communications.
The deployment supports Banco do Brasil’s strategy to modernize relationship banking while enhancing customer engagement at scale with trusted AI capabilities.
