PagBank adopts a new responsive chatbot with humanized and personalized AI for customers
PagBank, one of the largest digital banks in the country in terms of number of customers, offering financial services to more than 31 million people, is reinventing the way it serves customers by implementing Artificial Intelligence (AI) and chatbots. Created in 2019, the bank began implementing bots and AI in customer service a few years ago (between 2021 and 2023, around 34 million calls were made via chatbot).
The institution aimed to humanize its chatbot service by creating a more responsive interface to increase user engagement and retention, while at the same time reducing operating costs.
The solution developed by Compass UOL was based on open-source technologies to implement a scalable and resilient AI capable of maintaining more fluid conversations. The chatbot is integrated with other PagBank service channels, such as WhatsApp, CRM and IVR.
We used open-source technologies to migrate and evolve the chatbot, as well as Kafka, Redis, Python, RabbitMQ, Jenkins and Node.js.
We created a resilient and scalable architecture based on microservices and designed new flows to enhance users' conversational experience using the Rasa open-source AI solution.
We developed the back end of the new chatbot and carried out the legacy transposition.
We implemented the front-end for a responsive chat interface integrated with Android and iOS systems, as well as desktop.
We created an integrated solution for automated testing.
We carried out the cognitive curation of the new AI.
We enabled fast and cost-effective scalability with AWS cloud hosting.
27% reduction
in costs with an internal, open-source platform.
Thanks to the work done,
PagBank received the RA1000 seal from Reclame Aqui, a certificate of excellence in customer service.
Resilient, scalable and customized
architecture for the client.
Availability of the chatbot
on different devices.
Chatbot integration
with service channels such as WhatsApp, CRM and IVR.
Humanized conversational
flows that promote changes in customer service and the solution of requests, increasing user attraction, engagement and retention.
Increased user satisfaction
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