Brazil’s Nubank partners OpenAI to enhance internal efficiency and customer experience
Brazilian challenger Nubank has teamed up with ChatGPT developer OpenAI to enhance “both customer experiences and internal efficiency”, according to a statement from OpenAI.
Nubank taps OpenAI for its suite of AI solutions
The first innovation created through the partnership is a custom enterprise search engine, which integrates Retrieval-Augmented Generation (RAG) techniques to enable Nubank’s over 7,000 employees to quickly find useful internal data to boost decision making and streamline workflows.
In addition, the partnership has led to the development of a Call Center Copilot, designed to assist agents in real-time by integrating the bank’s chat history and knowledge base. The tool provides next-reply suggestions, chat summarisation, technical guidance, and more.
Furthermore, an AI assistant powered by the multimodal large language model GPT-4o has also been deployed to respond to customer inquiries directly.
Nubank, which serves over 114 million customers across Brazil, Colombia, and Mexico, is also piloting a GPT-4o vision-powered solution aimed at providing “more consistent and high-quality responses to fraud incidents”. This technology, combining natural language processing and image recognition, helps analyse customer communications, transaction records, and submitted documents.
With this partnership, Nubank joins a growing list of global financial institutions leveraging OpenAI’s solutions, including BNY and BBVA.
