Nubank partners OpenAI to smooth customer experience
Brazil's Nubank is collaborating with OpenAI to enhance services and features for its 114 million customers.
The digital banking giant initially teamed up with OpenAI to develop a customized enterprise search tool. This tool provides quick access to FAQs, brand guidelines, and internal policies for employees. Powered by GPT‑4o and GPT‑4o mini, the tool utilizes Retrieval-Augmented Generation (RAG) techniques to retrieve and prioritize relevant documents, offering accurate answers without the need to navigate through disparate information repositories.
With a chat-based interface, the tool is now being utilized by over 5000 employees on a monthly basis to improve productivity, expedite onboarding processes, and efficiently resolve queries.
Expanding the Use of OpenAI's Technology
Nubank has further expanded its utilization of OpenAI's technology by introducing a call center copilot. This copilot assists human agents by providing conversation summaries and recommending answers.
Moreover, the bank has developed an AI Assistant powered by GPT‑4o to directly address customer inquiries. This assistant successfully handles up to five automated interactions before escalating, managing over two million chats every month.
Nubank reports that these tools enable them to resolve queries 2.3 times faster with higher accuracy.
Combatting Fraud with OpenAI
Currently, the bank is piloting the use of GPT‑4o to combat fraud. By analyzing transaction records, customer communications, and submitted documents, the system identifies patterns and anomalies that may indicate potential fraudulent activities.
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