Bradesco tests Pix via WhatsApp with AI Bia – 08/16/2023 – Tech

Around 30% of Bradesco customers can call the artificial intelligence Bia via WhatsApp to make a transfer via Pix. The bank began testing the resource at the beginning of the year and intends to complete the launch at the end of 2023, according to Bradesco’s superintendent of intelligence and data, Rafael Cavalcanti.

For security reasons, transfers made this way are limited to BRL 300 and contacts previously registered in the bank’s application. The customer also needs to enable this tool before using it.

On the ReclameAqui website, however, a customer filed a complaint against the company saying that Pix via WhatsApp does not require a password.

Bradesco’s own artificial intelligence, Bia, can recognize suspicious transfers to newly registered contacts to prevent fraud, says Cavalcanti.

If the customer makes a transaction with incorrect amounts or for the wrong contact, Bradesco says that the customer has the means to contest the Pix in the bank’s own app.

Wanted, WhatsApp informs that it has no responsibility for the transactions, it is just the means of contact with Bradesco’s artificial intelligence.

Since June, Bradesco has been informing customers via WhatsApp, based on Bia’s messages, of suspicious card purchases. In August, the bank expanded functionality to Pix.

Cavalcanti claims that any banking functionality is accompanied by risk. The bank needs to make sure it can offer it with as little risk as possible and have resources available to correct any failures.

Bradesco’s differential is the experience with Bia since 2015, when the bank was a pioneer in the investment in artificial intelligence in Brazil, according to the manager. In 2017, AI was made available to the public. “Today, we have already accumulated 2 billion calls through this means.”

Banks, in general, use analysis techniques with artificial intelligence to analyze credit granting and prevent fraud.

Bradesco’s digital assistant was developed in partnership with IBM and was the first adaptation of the Watson Assistant conversational AI into Portuguese.

The bank is now testing applications of IBM WatsonX’s generative AI, launched in July. “In addition to the customer service area, we use it for internal processes, filling out forms, summarizing information and also in cybersecurity.”

Cavalcanti says that the bank has already identified malicious messages sent to Bia to achieve gains with losses to the institution and third parties. “It is Bradesco’s concern to protect itself against prompt engineering techniques (requests made to the AI) and we have already invested in that.”

Bia starred in a Bradesco advertising campaign in 2022, after employees found messages with gender violence against AI. “That’s probably what the girls in our call center hear, which is unfortunate,” says the superintendent of intelligence and data.

IBM data and apps director Marcela Vairo says IBM treats AI responsibility as one of the core pillars in WatsonX development. “The work to avoid errors, biases and prejudices needs to be constant”, she says.

She adds that AI is now able to respond to voice commands in Portuguese, in different accents and tones. “I cannot say numbers, but Brazil is one of IBM’s main markets.”

Bia, however, still does not interpret, using AI, audio messages via WhatsApp. This is a plan for the near future, according to Cavalcanti.

Bradesco’s AI is able to deliver basic services, such as consultations on withdrawals, extracts, income reports, receipts, among other banking information.