Customer service representatives face several challenges, but technology shouldn’t be one of them. Technology should be the easy part of their jobs; it should enable them to provide great customer service that, ultimately, creates brand loyalty.

For Bradesco Next, a Brazilian bank focused on personalization for millennials and hyperconnected customers, everything is a journey to help customers fulfill their dreams. The bank selected the Genesys® PureEngage™ solution because the technology empowered agents to see the customer’s entire journey. And they connected blended artificial intelligence (AI) to accommodate their client channel preferences and improve agent productivity.

With the PureEngage solution, Bradesco Next agents get a 360-degree view into customer history from any channel — chat, WhatsApp, email, call and text. This empowers them to intelligently advise clients on their finances and guide them through any situation. By combining self-service with personalization, clients have banking access 24/7.

Now, Next managers provide the human touch of customer service. Earlier this year, Genesys recognized Bradesco Next customer service rep Caique Augusto Da Mata as a Genesys Hero for going above and beyond to provide great service. With the infographic below, go behind the scenes and see how he does it for his clients.