Next, born from Brazilian bank Bradesco, is a fully digital bank designed to serve a young, tech-savvy demographic. Next was created with the customer’s journey in mind — available when and how they prefer. “We want Next to be a gateway by which we can help them in these journeys to fulfill their dreams,” said Head of Customer Experience, Eder Gonzaga.
To better service their customers, Next uses IBM Watson. In fact, most of their customers prefer to use self-service — with 85% of interactions conducted through artificial intelligence (AI). Watson is the first point of contact and has enabled Next to achieve much higher productivity. For Next, Watson isn’t only a new way to communicate with customers, it’s a differentiator.
“Watson speaks the language of Next's public. Doing a test, opening an account, accessed by WhatsApp, or by chat — where Watson serves them — you can see a language that is already humanized, easy going, and that makes us different.”
Eder Gonzaga, Head of Customer Experience, Next | Bradesco