# How Banco do Brasil uses Cognigy

As published on [cognigy.com](https://www.cognigy.com/en/case-study/banco-do-brasil). Captured by usedby on 2026-10-08.

- Company: [Banco do Brasil](https://www.usedby.ai/companies/banco-do-brasil.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Banking & Mortgages](https://www.usedby.ai/companies/industry/banking-mortgages.md)
- Teams: Relationship managers, Relationship offices, CRM

## What the story says

Banco do Brasil embeds NiCE Copilot for Agents in the workspace of its relationship managers to give them summaries of past and current conversations and sentiment across WhatsApp, chat, and voice. Sentiment and conversation content are written back into the CRM timeline to feed next-best-offer targeting.

Summary written by usedby from the source page, in English. The figures are those of Cognigy and Banco do Brasil, not ours.

> Copilot would not sit beside the workspace. It would sit inside it. When a relationship manager opened the Banco do Brasil interaction suite, Copilot was activated as a panel directly alongside the conversation, with WhatsApp, chat, and voice all flowing through the same view.

> We had a problem. My employee has offer goals. From the moment I have the interaction directly, I have no doubts that the contact happened and that what was discussed was real. That changes everything for the CRM and for the next offer we make.
>
> Márcio Fonseca, CRM Manager

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the passage quoted above is copied word for word from the page, near the name of Banco do Brasil.
- Checked: Banco do Brasil uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/banco-do-brasil-cognigy · How we check: https://www.usedby.ai/methodology