Brasilprev
Overview
Brasilprev is the leading private pension provider in Brazil, with over 30 years in the market, 2.6 million clients, and more than BRL 433 billion in assets under management. Operating in a highly regulated and constantly evolving sector, the company aimed to optimize its commercial consultants’ experience and elevate customer service through intelligent data utilization. A partner of ília since 2019, Brasilprev began its digital transformation focusing on knowledge centralization and structuring, and now is taking the next step toward intelligent automation with Agentforce, driving greater efficiency, accuracy, and scalability.
The Challenges
The pension segment demands a balance between operational simplicity and complex regulatory rules. Consultants in Banco do Brasil’s network, the main commercial channel for Brasilprev, faced a challenging environment characterized by decentralized processes, fragmented knowledge, and a lack of standardization in service delivery.
Although the knowledge base was structured within Salesforce, its limited accessibility and low usability hindered adoption. Previous solutions, such as the Infoprev portal and manual-flow chatbots, required high maintenance and did not keep pace with the dynamics of consultative service. The absence of contextualization and intelligence in information retrieval directly impacted response times and compromised the end-customer experience.
Impact in Numbers
Journey and Solutions
The journey began with the structuring of the knowledge base within Salesforce Core, with articles accessed via the Knowledge tab.
However, limited navigation fluidity restricted consultant engagement. The next phase introduced the Infoprev portal with Experience Cloud, offering a more intuitive interface and seamless integration with the Salesforce Mobile App. This evolution enabled faster access to content with an action-oriented structure.
To enhance interactivity, a dialog tree-based chatbot was implemented using Digital Engagement. While functional, it required constant curation, was not scalable, relied on manual logic, and lacked real-time context delivery.
The turning point came with Agentforce, integrated with a knowledge base of over 396 articles.
Leveraging generative AI, Agentforce interprets questions, understands context, and delivers actionable insights, such as transaction suggestions, product comparisons, and fund reallocations. It learns from usage patterns and evolves based on content relevance.
The next step, currently in development, connects Agentforce to the Data Cloud and Advisory tables, enabling even more strategic personalization. The future vision includes:
Recommendations based on digital engagement
Identification of churn risk
Personalized simulations and monetization insights
This journey reflects Brasilprev’s digital transformation maturity, with technology acting not just as a responder but as a driver of data-driven action.
Results
The transformation delivered measurable and strategic outcomes: response time dropped to 5 seconds, while silence time during service was reduced by 25%. Accuracy reached 80%, proving Agentforce as a catalyst for operational efficiency.
More than an assistant, it has become a strategic agent for consultants, connecting data and decisions in real time. With just one application live, the estimated ROI exceeds BRL 487K within 12 months, with 17 more in development. The partnership between Brasilprev, ília, and Salesforce remains strong, with ongoing focus on innovation, enhanced user experience, and long-term strategic impact.
Feedback
Hudson Gutemberg,
Product Owner – Brasilprev
“The partnership of the entire team and engagement in deliveries are the key differentiators for the success of our project.”
