Santander
Hyperpersonalization at scale for interactions between advisors and clients
Services
Amazon Bedrock (Generative AI)
Amazon Aurora
Prompt Engineering & Governance
AI Agents
Amazon EKS
How we made an impact
Pitch Maker transformed investment advisory by combining AI, personalization and agility, enhancing the client experience and increasing advisor productivity.
Results
+24%
Effective weekly contacts
30s
To draft a communication. Previously, it took 35 minutes.
91%
User satisfaction
500+
Pitches generated per day
The new measure of experience
Operating in a highly competitive and constantly evolving sector, Santander aimed to strengthen its position in the Brazilian investment market, especially in the AAA segment, made up of clients with more than R$250,000 invested, who expect exclusive, consultative and highly personalized service.
These investors value intelligence, productivity and sophistication in every interaction with their advisors.
BRQ helped us think through the solution from end to end. The technical side, the AI specialists, the client perspective and what the user needed, both internally and externally.
Robson Martinho
Sr Head of Digital Products at Santander
The transformation initiative
It was in this context that Pitch Maker was created, as the result of a strategic collaboration between Santander, BRQ and AWS. A pioneering solution in the Brazilian financial market, it uses Generative Artificial Intelligence to transform data into precise and personalized recommendations in a matter of seconds.
Natively integrated into the advisors’ work environment, Pitch Maker analyzes investment profile, current portfolio, interaction history and market trends to generate strategic pitches tailored to each client’s needs.
With an architecture based on microservices on Amazon EKS, supported by the performance of Amazon Aurora and the inference engine of Amazon Bedrock, the solution combines robustness, security and scalability. In addition, prompt curation ensures adherence to the bank’s governance and compliance guidelines.
Transformation in numbers
The adoption of Pitch Maker delivered immediate and tangible gains. Preparation time dropped from 35 minutes to less than 30 seconds, allowing advisors to dedicate more energy to strategic client relationships. Communication accuracy increased, precisely reflecting each investor’s moment, profile and objectives.
From an experience perspective, service became more intelligent, proactive and client-centric, increasing the perceived value of the offering and contributing to key metrics such as satisfaction and NPS. In addition, Santander positioned itself as a pioneer in the use of GenAI for investment advisory in Brazil, consolidating its image as an innovator in the financial sector.
Our work
