Nubank relies on AI to transform customer experience and enhance security

By integrating solutionsOpenAI, Nubank is rethinking the use of artificial intelligence in its banking services. The objective is to improve interaction with its clients and strengthen its security features. However, this raises questions about the balance between automation and human intervention, as well as the management of sensitive data.

FACTS

• Nubank has put in place an internal search tool based on GPT-4o, allowing employees to quickly access essential information.
• An IA co-pilot is deployed in call centres to accompany the agents by summarizing the exchanges and proposing appropriate responses.
• A virtual assistant manages interactions with clients, processing multiple requests before seeking a human advisor if necessary.
• The introduction of these tools has led to a significant acceleration in the processing of customer requests.
• Nubank is also exploring the use of AI to strengthen fraud detection by analysing transactions and exchanges between the bank and its customers.

ISSUES

• Fluidity and customer service responsiveness: It provides faster access to responses, reducing wait times and facilitating the resolution of requests.
• Support to internal teams: Automated tools reduce the burden on employees by providing them with structured and relevant information, thereby improving their efficiency.
• The balance between automation and human interaction: If the AI improves the management of current requests, some situations require a personalized approach that cannot be replaced by an algorithm.
• Data supervision and protection: The processing of sensitive information by an AI raises issues of compliance and transparency, requiring appropriate regulation.

PERSPECTIVE

• A transformation of the banking workforce as a result of AI: The adoption of artificial intelligence by banks such as DBS results in a reduction in temporary jobs, confirming a wider trend of automation in the financial sector.
• The AI revolutionizes the integration of payments: GPT API Assistant VoPay shows how artificial intelligence can accelerate and simplify the implementation of financial services, a key issue for the competitiveness of technology and banking enterprises.

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