Nubank has partnered with OpenAI to roll out a new genAI-powered call-centre co-pilot, an AI assistant, and a search model for its team of more than 5,000 employees.
Founded in 2013, the Brazilian neobank serves over 114 million customers in Brazil, Mexico and Colombia, offering a variety of services including digital checking accounts, credit cards, loans, insurance and business accounts, and shopping and payment features.
The company’s new search model provides it with instant access to corporate information, supporting the business with analytical research and decision-making processes. It uses a version of GPT-4o to analyse transactions and documents and enhance cybersecurity measures.
GPT-4o Vision blends natural language processing with image recognition, enabling the processing of both textual and visual data. Nubank uses this technology to examine transaction logs, customer communications, and send documents to identify fraud patterns.
The model also leverages Retrieval-Augmented Generation (RAG) techniques to retrieve and prioritise relevant documents.
RAG is particularly useful for addressing the limitations of LLMs, such as outdated training data or "hallucinations" by incorporating real-time and domain-specific data to make the information more reliable.
The financial services institution has also integrated AI to handle a significant portion of customer inquiries, aiming to reduce response times.
A call centre co-pilot is also helping human agents with conversation summaries and recommendation responses to improve customer satisfaction.
Additionally, an AI assistant has been integrated into its customer service capabilities, resolving 55 per cent of level one queries and reducing chat response times by 70 per cent across more than two million monthly chats, the company said.
The move comes after Nubank last year announced it had bought data intelligence company Hyperplane in an effort to support its “AI-first strategy”.
At the time, the neobank said the buyout would enable it to create connections between broad contexts, generate valuable insights, support decision-making and improve customer experience.
Hyperplane powers core machine learning capabilities at Nubank and helps build foundational models that the product and engineering teams use.
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