Brazil’s Nubank is collaborating with OpenAI to enhance services and features for its 114 million customers.
The digital banking giant initially partnered with OpenAI to develop a custom enterprise search tool that allows employees to quickly access FAQs, brand guidelines, and internal policies. Utilizing GPT-4o and GPT-4o mini, the tool employs Retrieval-Augmented Generation (RAG) techniques to locate and prioritize relevant documents, providing precise answers without the need to sift through fragmented information repositories.
With a chat-based interface, this tool is now utilized by over 5,000 employees each month, driving productivity, accelerating onboarding, and improving query resolution times.
Nubank has since extended its use of OpenAI’s technology, launching a call center copilot that assists human agents with conversation summaries and suggested responses. Additionally, the bank has developed an AI Assistant powered by GPT-4o to engage directly with customers, managing up to five automated interactions before escalating issues, and handling over two million chats monthly.
According to Nubank, these advancements enable the resolution of customer queries 2.3 times faster with greater accuracy. Currently, the lender is piloting the use of GPT-4o to combat fraud by analyzing transaction records, customer communications, and submitted documents to identify patterns and anomalies that may indicate fraudulent activity.