Global: Nubank Collaborates with OpenAI to Enhance Customer Experience

Brazilian digital banking giant Nubank has partnered with OpenAI to enhance customer experience through AI-driven solutions, benefiting its 114 million users.

The collaboration initially focused on developing a custom enterprise search tool, streamlining internal operations. Powered by GPT-4o and GPT-4o mini, the tool leverages Retrieval-Augmented Generation (RAG) techniques to retrieve and prioritize relevant documents. This eliminates inefficiencies caused by fragmented information repositories, enabling employees to access FAQs, brand guidelines, and policies with ease.

Now utilized by over 5,000 employees monthly, the chat-based interface has boosted productivity, accelerated onboarding, and improved query resolution efficiency. Building on this success, Nubank has expanded its AI-driven initiatives, deploying a call center copilot that assists agents with conversation summaries and suggested responses.

Additionally, the bank introduced an AI Assistant powered by GPT-4o to interact directly with customers. This assistant manages up to five automated interactions before escalation, handling over two million chats per month. Nubank reports that these AI-driven tools have enabled the company to resolve queries 2.3 times faster while improving accuracy.

Taking its AI capabilities further, Nubank is now piloting the use of GPT-4o for fraud detection. By analyzing transaction records, customer communications, and submitted documents, the system identifies suspicious patterns and anomalies, strengthening security and regulatory compliance.