Investor Relations

Mobile for Individuals:

Bradesco clients have always actively used digital channels because of the practicality and security provided to them. Today, we have 25.9 million active clients in the individual client mobile channel, a result that points out an increase of 4.2 million clients in two years (December of 2023 x December of 2021).

Given the continuous evolution of these channels, our customer-centric strategy and on the expansion and diversification of our products, services and digital solutions.

Using metrics, data intelligence and quantitative and qualitative research, we identify and make important changes, bringing even more usability and fluidity to the experiences within the individual client mobile channel.

4Q23 Highlights:

• CP Invest – Credit solution for our clients. With applications for loans done 100% online and directly in the app, the personal credit journey with investment guarantee allows clients to use CDB investments to take out credit;
• Veloe – A service that makes it easier for clients to pay for parking lots and tolls;
• New pension subhome – Redesign of the area, now with a new arrangement of information and a more modern and intuitive layout;
• Ágora in the Investments subhome – New feature that facilitates access and attracts new clients to learn about and invest in Ágora.

BIA (Bradesco Artificial Intelligence) was created to make the lives of customers easier by helping them in various ways: answering questions about products and services, carrying out banking transactions, checking balances, displaying account limits, future entries, latest entries, statements going back up to 10 years and a copies of Pix receipts, informing the IBAN Code, searching for nearby branches through geolocation, sending notifications on investments and suspected fraud, among other services.

While maintaining its purpose of becoming a concierge, acting in a friendly, trustworthy and problem-solving way, it is now also acting as a generative artificial intelligence.

Among the numerous innovations, BIA was key in donations for the telethon promoted by the television channel SBT in 2023, ensuring easier transactions and added security for donations.

Best Experience

In addition to the institutional website, Bradesco app, and WhatsApp, BIA can also be found on the Ágora Investimentos portal, assisting clients in performing transactions on the São Paulo Stock Exchange with information such as buying and selling shares, scheduling orders, subscribing to shares, blocking and checking on limits.

Through WhatsApp, it helps clients with account information and makes transfers via PIX with a receipt. To ensure added security for clients, it also uses messaging app to contact them in the event of suspected credit card fraud and transactions via PIX. As such, this speeds up the reporting and processing of these cases.

When receiving and reading users’ questions, it assesses the best response in real time, interacting in a humanized way. BIA also handles 100% of the first-line calls received by Fone Fácil Bradesco (Hotline), delivering the best customer experience and greater operational efficiency.

Marked by significant advancements, BIA is expected to grow even more. It will be used as the first line for customer service, an important role in improving the experience of our clients and users through an exclusive input channel. In addition, we are expanding BIA’s interactions with generative artificial intelligence, delivering a more customized, efficient and fulfilling customer service experience.

These technological innovations are what drive BIA’s ongoing evolution, making it more effective and aligned with the expectations of clients and our commitment to delivering the best customer service.

4Q23 Highlights:

• Autonomous BIA – Added intelligence and freedom in relationships with customers by acting as an omnichannel;
• Generative BIA – The beginning of the evolution of artificial intelligence engines with generative solutions, as well as cognition and natural language.

Internet for Individuals:

We were pioneers in providing access to financial services through Internet Banking Bradesco: a solution that has transformed our relationship with our clients, and continues to be an important source of information and transactions.

Our structure with proprietary addresses make the access to the contents of the bank more practical and intuitive. By entering the name of a segment, niche or product followed by “.bradesco”, the person is directed to the page related to what they are looking for.

Having its own domain (banco.bradesco), we stand as one of the few Brazilian companies to have a top-level domain or generic top-level domains (gTLDs) – an initiative by ICANN (Internet Corporation for Assigned and Numbers), the agency responsible for Internet protocols that regulates addresses on the worldwide web.

Our communication platform is divided into two main pillars:

1. Institutional website (banco.bradesco) – With simplified content and plain language, it offers access to information and clarifications on various financial products and services with the support of tutorials in videos that facilitate the content understanding. The online purchase of products of the Organization and of partners is also available on the homepage of the portal. Among these products we have cards, consortium, Losango, Cielo, among others, serving also clients who do not have a checking account in Bradesco.

2. Bradesco Internet banking for financial services – Boasting over 500 products and services, it allows clients to view statements, payments, transfers, investments, and much more. It can be accessed through a password and Security Key for account holders, and by CPF (Individual Taxpayer Registry No.) and password for non-account holders.

Net Empresa Desktop and App:

Bradesco Net Empresa is a platform offered to corporate clients. With a wide variety of digital products and services that help entrepreneurs with different profiles – from micro businesses to large corporations -, it benefits from the strength and security of Bradesco in its desktop and mobile versions.

4Q23 Highlights:

• Invest Fácil for account holders – Now, clients who have a Bradesco account can easily and conveniently sign up for Invest Fácil in just a few clicks. Through Invest Fácil, money just sitting in an account can turn into an investment with automatic allocation and daily returns;
• Carousel of Cards – Customized offers with financial solutions tailored to the clients’ profile and needs. Accessed in a practical way, in the home of the Net Empresa app, the offers are integrated with CRM intelligence and take the client on the application journey in just one tap.

Fone Fácil Bradesco provides to the clients call center services supported by high technology and excellence. By means of electronic services, it is possible to carry out financial services, purchase products, obtain information and also check and perform transactions, such as paying bills, making bank and interbank transfers, taking out loans, and making investments, among others.

The Electronic Service is available 24 hours a day, 7 days a week, and counts on a sophisticated system that interprets the requests of clients by voice command, offering convenience, comfort and security.

In Personalized Service, available Monday to Friday, from 7 a.m. to 10 p.m. and on Saturdays from 9 a.m. to 3 p.m., we count on highly qualified financial experts, providing the best experience to the client. Emergency services such as cancellations due to fraud/scam and theft of cards and/or cell phones, are available through our personalized customer assistance line, 24/7.

Focusing on innovation, evolution and availability, the self-service machines are intended to facilitate the daily lives of our clients, providing capillarity and intuitive journeys.

There are now more than 43,000 active machines, distributed between Own Network (19,582) and Banco24Horas’ Shared Network (24,186). All machines are equipped with biometric readers, providing additional security and convenience for cardless transactions.

Our fleet of machines also includes recycling machines, geared towards greater efficiency and cost reduction by eliminating the use of envelopes. Currently, there are 8,520 machines that operate with banknote recycling, which enables cash deposits with immediate credit in the beneficiary’s account. This feature also contributes to sustainability, since banking statements are sent via e-mail. Since 2022, envelope-free cash deposits have also been available in the 3,635 Banco24Horas recycling machines.

With our clients’ experiences in mind, we also have disruptive features, including the possibility of purchasing dollars and euros (a feature present in over 115 machines) – exchanging two currencies in a single machine – with representative participation in Exchange Transactions. In 2021, we also implemented the Virtual Vault, a solution that offers autonomy to clients when purchasing foreign currency through the Bradesco App and withdrawing from ATMs. This only reinforces our end-to-end look to promote the best experience for clients at all interaction points.

In addition, proxies now have much more autonomy in transactions of individual clients and can now access self-service machines. They can also perform transactions in a safer and more intuitive way through biometric registration and an exclusive 6-digit password. The project won the 2023 Smart Award (Prêmio Smart 2023).

There have been over 52 years of self-service and continual efforts towards evolving, so that we can keep our machines active wherever clients need them.

In a society that is increasingly connected, the active participation of Bradesco in social networks is a condition for sustaining the business over time, to the extent that it enables the direct dialogue and responsive to clients, and ultimately to society.

Bradesco, in a pioneering and innovative way, has been active on the main social networks since 2009 and has become a market reference. With a focus on communication, relationships, co-creation of content, and activation for business purposes, the use of social networks is an increasingly strategic way to captivate and attract clients, and maintain relationships, in addition to promotion a positive impact, through conversations about diversity, inclusion, representation, equity, plurality and respect.

We are present on Facebook, Twitter, LinkedIn, Instagram, Spotify, YouTube and Tik Tok.

We have a team of experts who interact with clients and non-clients 24 hours a day and carry the voice of the people to create active content. Another prominent facet is the work that is created along with digital content creators, such as influencers and YouTubers, which establishes a relationship and discussion with users, and genuinely reaches people. The result is an increased potential to promote information.