Nubank Strengthens Customer Experience with OpenAI Technology

Nubank is leveraging OpenAI's solutions to improve customer experience and boost internal operational efficiency. With over 114 million customers across Brazil, Mexico, and Colombia, Nubank is focused on raising the quality of its financial services through AI.

Internally, the company has built an enterprise knowledge retrieval solution combining RAG (Retrieval-Augmented Generation) technology with GPT-4o and GPT-4o mini. This allows more than 5,000 employees to instantly access FAQs, brand guidelines, and internal policies, boosting productivity.

In customer support, service quality has been improved through Call Center Copilot and AI Assistant.

• Call Center Copilot: Provides agents with real-time response recommendations, conversation summaries, and step-by-step guidance, reducing agents' cognitive load.
• AI Assistant: Handles over 2 million chats per month, resolving 55% of Tier 1 inquiries on its own without agent handoff. As a result, chat response times have been cut by 70%, and inquiry resolution speed is 2.3 times faster.

Additionally, Nubank is advancing its fraud detection (Fraud QA) process using GPT-4o vision. By simultaneously analyzing text and images, it closely examines transaction records, customer communications, and submitted documents to identify anomalies.