Case Study
Case Study
The Central Bank of Brazil (BACEN) supervises the country’s financial institutions, authorizes the issuance of currency, and publishes a definitive ranking of financial institutions based on their volume of consumer complaints and the judgement of these claims, whether they are valid or not. These rankings represent a good or bad reputation for a financial institution and for many years, Banco do Brasil rode reputational waves as their complaint volumes rose and fell.
In 2021 and 2022, the Banco do Brasil, also known as BB, concentrated its efforts on reducing the number of complaints upheld by BACEN and improving its brand reputation. Using NiCE Interaction Analytics, Banco do Brasil automated the workflow of high-risk interactions, and dramatically improved its internal conflict-resolution rates and its external BACEN complaints ranking.