Deployment of NiCE Copilot enables relationship managers and banking teams to deliver more personalized, efficient, and compliant service at scale
NiCE announced that Banco do Brasil, one of Latin America’s largest financial institutions, is leveraging NiCE Copilot to accelerate operational excellence and elevate customer service across its organization. Embedded natively within the unified NiCE CXone AI platform used by relationship managers and banking assistants, NiCE Copilot brings agentic AI-powered guidance and automation into everyday banking workflows. This seamless experience enables employees to work more efficiently, make informed decisions in real time, and deliver personalized compliant customer interactions – all from a single, integrated workspace.
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Serving more than 90 million customers, Banco do Brasil continues to invest in technologies that help scale personalized service while maintaining the trust, consistency, and governance required in modern banking. Through NiCE Copilot, the bank is equipping employees with AI-powered capabilities that streamline customer interactions, accelerate decision-making, and provide greater visibility into customer needs and engagement history.
Banco do Brasil is centralizing critical customer service functions into a unified workspace. The solution automatically summarizes customer interactions, surfaces relevant customer history and engagement insights, and analyzes sentiment in real time, transforming fragmented information into actionable intelligence. This enables employees to prepare customer engagements faster, respond more effectively to customer needs, and deliver more consistent service experiences across the organization.
NiCE Copilot also provides contextual guidance during customer interactions, helping employees access the right information at the right moment. By reducing time spent searching across systems and organizing customer data, the solution enables banking professionals to focus more on building customer relationships, identifying service opportunities, and delivering personalized financial support.
In addition to improving efficiency, the deployment supports the bank’s commitment to governance and compliance by creating standardized interaction summaries and a traceable record of customer engagements. These capabilities help strengthen operational consistency while supporting the rigorous regulatory requirements of the financial services industry.
The deployment is currently in a pilot phase, with early results demonstrating measurable improvements in productivity, reduced rework, greater consistency in customer interactions, and improved organization of customer information. These early gains reinforce the initiative’s potential to further enhance relationship management and service delivery while continuing to operate at scale.
This initiative builds on the ongoing innovation partnership between the two organizations. In 2025, Banco do Brasil integrated WhatsApp into the NiCE CXone platform, creating a centralized, secure, and traceable environment for customer interactions.
“The integration of NiCE Copilot into our service model eliminates the need to switch between multiple systems, enabling our teams to manage customer interactions more efficiently within a single environment,” said Analaura Morais, Head – CRM and Digital Customer Induction, Banco do Brasil. “This is especially significant for professionals managing multiple client relationships, as it accelerates workflows and enhances the overall service experience.”
“By embedding AI directly into the workflows of relationship managers and service teams, Banco do Brasil is transforming how customer relationships are managed,” said Dan Belanger, President, NiCE Americas. “By equipping employees with real-time intelligence that improves productivity and helps deliver more meaningful and personalized customer experiences, the result is a more agile and customer-focused banking organization.”
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