Caixa Econômica Federal implements AI to enhance customer service

Caixa Econômica Federal is implementing a project to improve customer service through artificial intelligence and experience orchestration. In partnership with Genesys and Claro Empresas, the bank aims to integrate various contact points to prevent fragmented customer journeys.

With over 160 million customers and a high volume of digital transactions, including approximately 1 billion Pix transfers per month, the bank is focusing on using AI to enhance human capacity. The goal is to use data and customer history to empower frontline managers and provide a more fluid service experience across its extensive network of branches and digital channels.