At CAIXA Pré-Pagos, manual monitoring covered only a small slice of calls, leaving failures and risks off management’s radar. With 2clix’s artificial intelligence, the operation began analyzing voice and text interactions at scale, turning scattered conversations into structured data and actionable insights.
The result was a case recognized with Silver in the Inovação em Consultoria (Innovation in Consulting) category at the ClienteSA X Summit 2026, a Brazilian customer experience awards program — showing how AI applied to quality raises operational efficiency and redefines the quality analyst’s role.
2clix and CAIXA Pré-Pagos receive the Silver award in the Inovação em Consultoria category at the ClienteSA X Summit 2026.
The winning project
At CAIXA Pré-Pagos, the challenge wasn’t just monitoring more calls. It was seeing the operation in depth, turning every interaction into operational intelligence and improving efficiency, quality and the customer experience.How it works
With the support of 2clix’s artificial intelligence, the solution began analyzing voice and text interactions at scale, turning scattered conversations into structured data and actionable insights. In practice, AI came to support automatic categorization of service interactions, identification of what went right and wrong, analysis of process adherence and the generation of inputs for feedback, training and continuous improvement.More than speeding up evaluations, the technology expanded the operation’s ability to read itself.
Results
Over 12 months of implementation, monitoring automation jumped from a small sample of calls to the vast majority of them, greatly expanding quality coverage and giving the operation a far more complete view of customer service.But the most important impact wasn’t only in the numbers. Artificial intelligence also repositioned the quality analyst’s role, who began working more strategically, focused on analysis, coaching and human development, leaving repetitive tasks to the technology.
That is one of the biggest gains of AI applied to quality: it doesn’t reduce the importance of people, it expands what they are able to do.
The case
Before the transformation, manual monitoring at CAIXA Pré-Pagos covered only a small sample of calls, which left much of the operation off management’s radar. That blind spot had direct effects: failures took a long time to surface, feedback arrived late and decisions relied on a partial view of reality. It was in this scenario that 2clix’s artificial intelligence helped change the game, expanding monitoring coverage and increasing CAIXA Pré-Pagos’s ability to learn and act before the same problems came back around.The award
Winning Silver in the Inovação em Consultoria category at the ClienteSA X Summit 2026 recognizes the work developed by 2clix and CAIXA Pré-Pagos to apply artificial intelligence to quality management and to the customer experience.The project shows how technology can expand an operation’s analytical capacity and turn customer interactions into a source of intelligence for continuous improvement.
2clix thanks CAIXA Pré-Pagos for its trust and partnership, as well as every professional involved in building this case.
Congratulations to everyone on this important recognition!
To learn more about the awards and see other details of the ClienteSA X Summit 2026, visit 2clix’s post on LinkedIn.
