Nubank Uses AI To Improve Digital Banking Services
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Nubank, one of the largest digital banking platforms in the world, is changing how people in Latin America manage their money. The company offers fee-free accounts, credit cards without yearly charges, and easy-to-use customer service. Nubank said it now serves over 114 million people in Brazil, Mexico, and Colombia.
The company is using artificial intelligence (AI) from OpenAI to improve customer experience and business operations.
With these AI tools, Nubank is helping employees find information faster, improving customer support, and preventing fraud. The company noted that these changes will make banking more efficient for users.
The New -Powered Search Tool Enhances Customer Support
Nubank has introduced an AI-powered search tool to help employees quickly find company information. This tool allows workers to get instant answers, making their jobs easier and helping them assist customers faster.
Another AI feature is the call centre copilot, which supports customer service agents. The tool provides conversation summaries and suggests replies to make interactions smoother. Nubank reported that these improvements have increased customer satisfaction while reducing response times.
The company also launched an AI assistant that handles basic customer questions. Nubank said this tool manages over 2 million chats each month, solving 55% of simple inquiries without human assistance. The assistant has reduced chat response times by 70%, helping customers get answers faster.
Nubank Improves Banking Efficiency With AI
Nubank first worked with OpenAI to create an internal search tool for employees. This tool uses AI to organize and retrieve company policies, FAQs, and brand guidelines. According to Nubank, over 5,000 employees now use this tool to improve their productivity.
By using AI-powered search, customer support agents and developers can access important details quickly. This solution helps Nubank keep up with its growing customer base while ensuring high service quality.
To assist customer service agents, Nubank and OpenAI developed a Call Center Copilot. The AI-powered system provides real-time suggestions and guidance to human agents. Nubank said that 45% of its customer service team now uses this tool.
The copilot helps agents by summarizing chat conversations, suggesting replies, and offering step-by-step instructions for complex issues. With AI handling routine tasks, agents can focus on more important customer needs.
Nubank is also using AI to detect and prevent fraud. The company introduced a system powered by GPT-4o vision, which can analyze transactions, documents, and customer communications. Nubank said this technology helps identify suspicious activities and prevent fraud.
The AI tool has strict security and fraud prevention guidelines and policies. These tools permit Nubank to review its transaction in a more effective way making sure customers are safe.
The banking services of Nubank has been greatly improved for millions of users with the help of openAI. The firm kept developing it’s AI tools to improve customers experience and enhance strength, efficiency and customers security.
