PagBank is one Brazil’s largest digital banks, democratizing banking services for over 31 million customers and reinventing customer services with AI since 2021.
Created in 2019, the bank began implementing chatbots and AI for customer service between 2021 and 2023, totaling around 34 million calls made via chatbot.
PagBank aimed to humanize its chatbot service with a more responsive interface to increase user engagement and retention while reducing operational costs.
A scalable and resilient AI capable of maintaining more fluid conversations, integrated with other PagBank service channels, such as WhatsApp, CRM, and IVR.
AI/R Compass UOL developed a solution based on open-source technologies to migrate and evolve the chatbot, as well as Kafka, Redis, Python, RabbitMQ, Jenkins, and Node.js.
The result was a resilient and scalable architecture based on microservices, with new flows designed to enhance users’ conversational experience using the Rasa open-source AI solution.
The project included back-end development for the new chatbot, legacy transposition, implementation of the front-end for a responsive chat interface integrated with Android and iOS systems, as well as desktop, automated testing, cognitive curation of the new AI, and fast, cost-effective scalability using AWS cloud hosting.
27% cost reduction with internal, open-source platform
RA1000 certification in the leading Reclame Aqui reviewing platform for excellence in customer service
Increased user satisfaction with humanized conversational flows, increasing attraction, engagement, and retention in a resilient, scalable, and customized architecture
Chatbot availability on different devices and channels, such as WhatsApp, CRM and IVR
Read other stories
PagueMenos
Brazil’s second largest pharmacy chain uses AI & ML to personalize product ranking and experiences
Compre & Alugue Agora
Brazil’s first and only social media for Real Estate reduces chatbot costs by 80% and improves responses with AI