Nubank Partners with OpenAI to Enhance Customer Experience

Brazil’s Nubank is leveraging OpenAI’s technology to improve services for its 114 million customers. The digital banking giant initially collaborated with OpenAI to develop a custom enterprise search tool, powered by GPT-4o and GPT-4o mini, which uses Retrieval-Augmented Generation (RAG) techniques to provide employees with quick access to FAQs, brand guidelines, and internal policies.

The tool, used by over 5,000 employees monthly, has boosted productivity and streamlined onboarding. Nubank has since expanded its use of OpenAI’s tech, introducing a call center copilot that assists human agents with conversation summaries and recommended responses.

Additionally, Nubank has deployed an AI Assistant powered by GPT-4o to handle customer queries, managing over two million chats monthly. The bank is also piloting GPT-4o for fraud detection, analyzing transaction records and customer communications to identify suspicious patterns.