Bradesco Seguros Elevates Customer Experience with Verint

Bradesco Seguros is the largest insurance company in Brazil and Latin America. The company offers auto, life, health, dental, home, pension, and capitalization insurance for individuals and companies. Sibeli Zaninelli, Senior Manager, Customer Relationship Center, at Bradesco Seguros, shares how the organization used Verint Speech Analytics and Verint Quality Bot to implement customer experience (CX) and service advancements for improved operational efficiency and reduced costs.

Using the best-of-breed Verint solutions in tandem created an automated system whereby Bradesco can evaluate 100% of calls with considerably less human intervention while also verifying, processing, and validating words, terms, and phrases efficiently with speed and accuracy. As a result, and a testament to its CX and service advancements gained using Verint Speech Analytics and Verint Quality Bot, Bradesco saw a 9-point year-over-year increase in NPS, reduced product-related complaints by 55%, and achieved an approximate 70% reduction in resources allocated to standardized activities. The leading insurer views these substantial improvements as evidence of the importance of CX automation and its ability to provide both immediate impact and sustained advancements over time.