Nubank has transformed financial management for millions in Latin America by offering fee-free accounts, no-annual-fee credit cards, and seamless, personalized customer service. The digital financial services giant serves over 114 million customers across Brazil, Mexico, and Colombia. By integrating advanced AI solutions developed in collaboration with OpenAI, Nubank is elevating both customer experiences and operational efficiency.
Key AI-Powered Enhancements Include:
- Internal Knowledge Search: Employees gain instant access to company insights, enabling quicker and more informed decision-making.
- Call Center Copilot: Supports human agents with conversation summaries and suggested responses, enhancing customer satisfaction and reducing resolution times.
- AI-Powered Assistant: Addresses 55% of Tier 1 queries, managing over 2 million monthly chats, and cuts response times by 70%.
- Fraud Detection: Utilizes GPT 4o vision for analyzing transactions and documents, improving fraud detection and service quality.
Boosting Productivity with Custom Enterprise Search
In partnership with OpenAI, Nubank introduced a custom enterprise search tool powered by GPT 4o and GPT 4o mini. This solution leverages Retrieval-Augmented Generation (RAG) techniques to streamline access to internal resources such as FAQs, brand guidelines, and policies. By using fine-tuned models trained on Nubank’s specific content, the tool delivers precise answers rapidly, eliminating the need to navigate fragmented information sources. With a chat-based interface, this tool has been widely adopted by over 5,000 employees monthly, enhancing productivity, speeding up onboarding, and enabling quicker query resolutions.
Revolutionizing Customer Service with GPT-4o
Building on the success of enterprise search, Nubank collaborated with OpenAI to develop a Call Center Copilot. This tool integrates Nubank’s knowledge base and chat history, providing real-time, context-aware support to agents. Key features include:
- Reply Suggestions: Recommends accurate and empathetic responses.
- Chat Summarization: Offers quick context for ongoing or previous interactions.
- Guided Support: Breaks down complex queries for agents, reducing cognitive load.
- AI-Powered Chat Handling: Manages over 2 million monthly interactions, resolving up to 50% of Tier 1 queries autonomously.
The AI Assistant, also powered by GPT 4o, manages up to 5 automated interactions per query before escalation, handling over 2 million chats each month. These innovations have enabled Nubank to resolve inquiries 2.3 times faster with enhanced accuracy, while maintaining high levels of customer satisfaction and strong Transactional Net Promoter Scores (tNPS).
AI-Driven Fraud Prevention with GPT 4o Vision
Nubank is piloting a fraud detection solution using GPT 4o vision, which combines natural language processing with image recognition. This technology analyzes transaction details, communications, and documents to identify potential fraud patterns effectively. This AI-driven approach aligns with regulatory standards and is overseen by dedicated compliance teams, ensuring secure and reliable financial services for customers. Through these advancements, Nubank continues to redefine digital banking in Latin America, enhancing both customer experience and operational capabilities with AI-driven solutions.
