Brazil’s digital challenger Nubank enhances customer service for its 114 million customers in Brazil, Mexico, and Colombia by expanding its partnership with ChatGPT creator – OpenAI.
Nubank and OpenAI are jointly introducing a range of innovative AI-driven tools to improve digital financial services.
Nubank is improving both customer experiences and internal efficiency by utilizing AI solutions developed in cooperation with OpenAI. Several new AI-driven tools enhance the neobank’s operations. These include the internal enterprise knowledge search, which allows employees to quickly access valuable company insights, such as FAQs, brand guidelines, and internal policies, enabling faster and more informed decision-making. This Nubank’s AI solution, powered by GPT-4o and GPT-4o mini, uses Retrieval-Augmented Generation (RAG) and fine-tuned models to provide accurate answers by prioritizing relevant documents. With a chat-based interface, it has quickly gained adoption, with over 5,000 employees using it monthly to improve productivity and streamline onboarding. Customer support agents, developers, and new hires benefit from faster, more efficient access to information.
In Nubank’s call center, AI tools act as a copilot for human agents, providing conversation summaries and suggesting answers, which boosts customer satisfaction and reduces the time spent on each customer inquiry. The copilot solution is using GPT‑4o, which offers real-time multimodal capabilities, like text and speech, and enables fast response times while still providing context-aware answers rather than generic ones. Currently, over 45% of Nubank human agents use the copilot to handle customer queries more effectively. The tool also paves the way for 24/7 support without staff overload.
Additionally, Nubank’s AI-powered assistant handles 55% of Tier 1 inquiries, processing over 2 million chats each month. This has resulted in a 70% reduction in chat response times. AI-powered customer service solutions allow Nubank to answer questions more than twice as fast with greater accuracy, ensuring excellent service and high customer satisfaction.
On the fraud detection front, the bank uses GPT-4o vision to analyze transactions and documents, streamlining the fraud detection process and ensuring high service quality. GPT-4o vision can understand both text and images, allowing Nubank to analyze transaction records, customer messages, and documents. This helps detect suspicious patterns and spot potential fraud more effectively.
All these innovations are significantly improving operational efficiency and the overall customer experience for the Brazilian challenger, that is now on its path to become the largest financial services company in Latin America. Being one of the fastest growing digital financial institutions in the world, Nubank is reportedly preparing for an expansion to a new market this year after sweeping success in its home market Brazil, followed by Mexico and Colombia.
