The Company will be in charge of customer services for the new bank addressing the retail industry, which marks BTG Pactual’s expansion boost and its entry into a new market segment.

After a competition with 7 other companies, AlmavivA do Brasil, leader in the Customer Experience segment, was chosen to provide all customer service for the new initiative of BTG Pactual (BPAC11), the largest investment bank in Latin America which, after 37 years of history and consolidated performance in the financial industry, has just launched its full transactional retail digital bank, BTG+, and also BTG+ business, a digital solutions platform for small and medium-sized companies. This highly complex digital operation includes customer journey services.

According to AlmavivA do Brasil New Business & Marketing Executive Manager, André Pandolfi, this will be an ominichannel operation. “There are many multichannel operations, addressing services over different channels, but this in particular will integrate them all. It will be possible, for example, to start a service through WhatsApp, and continue by e-mail, phone, chat, etc. The difference will consist in the option given to customers to choose the channel and even change it during the service ”, he explains.

The operation started in July of this year, initially with pilot support to BTG Pactual employees – via chat and voice. Now in September, with the launch of the retail bank, service to the end-consumer is eventually available. “It took us 4 months to complete the partner selection process. That’s because we built a very disruptive bank service, so we needed a partner who would be with us on this path to delight customers and surprise the market. And AlmavivA do Brasil demonstrated to be aligned with our culture, in addition to having the agility and flexibility to serve us, as well as the technological availability we needed ”, says Jaqueline Machado, Head of Customer Experience and Services at BTG Pactual.

One of the solutions used as a differential in this operation is AV Quality, which uses several AI-based tools addressing the operations management process, increasing quality levels of customer interaction. Among the solution’s tools: speech & text analytics (in case of contacts via digital channels), based on technologies capable of analyzing millions of voice and text interactions in a few seconds or even in real time (“real-time speech”). They allow the direct understanding ofcustomers, detecting and organizing important information, and are able to address the business by identifying words like “I’m interested” or “I would like to know”.

“BTG Pactual’s trust in our work and its willingness to use our AI-based technologies enhancing digital customer journey management, gives us the confidence that this will be a very successful partnership”, concludes Pandolfi.