{"id":642468,"date":"2025-07-07T15:57:18","date_gmt":"2025-07-07T15:57:18","guid":{"rendered":"https:\/\/www.capgemini.com\/br-pt\/?p=642468"},"modified":"2025-10-28T11:20:48","modified_gmt":"2025-10-28T11:20:48","slug":"inteligencia-em-atendimento-com-gen-ai","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/inteligencia-em-atendimento-com-genai\/","title":{"rendered":"O futuro do atendimento banc\u00e1rio j\u00e1 est\u00e1 em movimento"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Red_v31.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:55.00000000000001% 55.00000000000001%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Evento<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\"><strong>Seja bem-vindo!<\/strong><\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=event&amp;p=1018352\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=event&amp;p=1018352\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p class=\"has-medium-font-size\" style=\"font-style:normal;font-weight:500\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-video\"><video height=\"1920\" style=\"aspect-ratio: 1080 \/ 1920;\" width=\"1080\" controls src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/07\/Bradesco-Video-Felipetti-2025-Capgemini-Exid-.mp4\"><\/video><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n<h2 class=\"wp-block-post-title\">O futuro do atendimento banc\u00e1rio j\u00e1 est\u00e1 em movimento<\/h2>\n\n\n<p>Ele se desenha na interse\u00e7\u00e3o entre intelig\u00eancia artificial generativa, produtividade e decis\u00f5es mais humanas. A GenAI deixou de ser apenas uma promessa de efici\u00eancia e passou a operar em escala: apoiando clientes, desenvolvedores e at\u00e9 <em>squads<\/em> inteiros. Por tr\u00e1s de cada conversa, h\u00e1 um agente aprendendo, analisando, propondo. Por tr\u00e1s de cada insight, uma arquitetura de dados e decis\u00f5es pronta para dar suporte real \u00e0s equipes \u2014 das mais t\u00e9cnicas \u00e0s mais estrat\u00e9gicas.<\/p>\n\n\n\n<p>Nesse novo contexto, surgem dois caminhos complementares e igualmente potentes: agentes que ampliam a capacidade dos times de atendimento em tempo real, e agentes de background, que leem, interpretam, conectam e antecipam o que ainda nem chegou \u00e0 superf\u00edcie. A provoca\u00e7\u00e3o \u00e9 clara: o que muda quando deixamos de automatizar tarefas e passamos a ampliar intelig\u00eancias?<\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Pronto para testar o potencial real da intelig\u00eancia no seu atendimento? Explore os caminhos abaixo e j\u00e1 agenda seu workshop com os especialistas em inova\u00e7\u00e3o da Capgemini!<\/strong><\/p>\n\n\n\n<p>Voc\u00ea est\u00e1 prestes a dar um passo importante para transformar suas opera\u00e7\u00f5es com uma tecnologia que j\u00e1 est\u00e1 revolucionando empresas globais, combinando a capacidade anal\u00edtica da IA com a autonomia operacional que sua empresa precisa.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-a89b3969 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"#workshop\"><strong>Solicitar Workshop<\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>E aqui tamb\u00e9m temos pr\u00eamios! Participe do nosso sorteio!<\/strong><\/p>\n\n\n\n<p>Teste o N\u00edvel de Intelig\u00eancia Artificial do seu time e participe do sorteio de um super presente!<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-a89b3969 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/capgemini-inovacao.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Clique e participe<\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p class=\"has-medium-font-size\"><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong><strong>Descubra com a Capgemini como podemos te apoiar!<\/strong><\/strong><\/p>\n\n\n\n<section class=\"wp-block-cg-blocks-learn-more updated-new-sample-amal is-style-blue-theme learnMoreBlock\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/agentes-autonomos-a-nova-fronteira-da-eficiencia-empresarial\/\" target=\"\" aria-label=\"<strong&gt;Agentes Aut\u00f4nomos: a nova fronteira da efici\u00eancia empresarial<\/strong&gt;\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2022\/01\/Intelligent-industry-2880-x-1800.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2022\/01\/Intelligent-industry-2880-x-1800.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2022\/01\/Intelligent-industry-2880-x-1800.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"ind\u00fastria inteligente\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\"><strong>Agentes Aut\u00f4nomos: a nova fronteira da efici\u00eancia empresarial<\/strong><\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">A intelig\u00eancia artificial est\u00e1 entrando em uma nova era, em uma linha evolutiva que pode ser dividida em tr\u00eas grandes fases. Na primeira, sistemas reativos e baseados em regras, como os primeiros RPAs e assistentes virtuais, marcaram a execu\u00e7\u00e3o de tarefas simples<\/p><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/reshape-our-future-with-generative-ai\/\" target=\"\" aria-label=\"Reshape our future with generative AI\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/07\/Capgemini_Banking_CORE-MODERNIZATION-FOR-BUILDING-FUTURE-BANKING-EXPERIENCES1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/07\/Capgemini_Banking_CORE-MODERNIZATION-FOR-BUILDING-FUTURE-BANKING-EXPERIENCES1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/07\/Capgemini_Banking_CORE-MODERNIZATION-FOR-BUILDING-FUTURE-BANKING-EXPERIENCES1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Reshape our future with generative AI<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">No mundo da economia de dados, as organiza\u00e7\u00f5es est\u00e3o abra\u00e7ando novas paisagens de conectividade, intera\u00e7\u00f5es e cria\u00e7\u00f5es.<br>Para se manterem \u00e0 frente em sua ind\u00fastria, est\u00e3o combinando dados com intelig\u00eancia artificial para explorar novas maneiras de trabalhar, produzir, consumir e se comunicar \u2013 remodelando o nosso futuro.<\/p><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/br-pt\/sobre-nos\/parceiros-de-tecnologia\/salesforce\/\" target=\"\" aria-label=\"O seu parceiro Salesforce \" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/11\/GettyImages-1469723102.jpeg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/11\/GettyImages-1469723102.jpeg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/11\/GettyImages-1469723102.jpeg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"hyperautoma\u00e7\u00e3o\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">O seu parceiro Salesforce <\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">A Capgemini, como parceiro Salesforce, ajuda as marcas a oferecer experi\u00eancias personalizadas, envolventes, relevantes e memor\u00e1veis ao longo de toda a jornada do cliente.<br><br>Como parceiro Salesforce, apoiamos nossos clientes na aquisi\u00e7\u00e3o dos clientes ideais e no seu desenvolvimento atrav\u00e9s do marketing conectado. <\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<div class=\"wp-block-anchor-block-standard\" id=\"workshop\" data-anchor-padding=\"\" style=\"--data-anchor-padding: 0px\"><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined is-style-default autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><\/div><div class=\"col-md-12 \"><div class=\"autoCloudForm\"><h3 class=\"formHelpText\">Preencha o formul\u00e1rio abaixo para confirmarmos os detalhes do seu workshop personalizado:<\/h3>\t\t<div class=\"mf_forms__container 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