Nubank elevates customer experiences with OpenAI

Since its founding in 2013, Nubank—one of the world’s largest digital financial services platforms—has changed how millions across Latin America manage their money, offering fee-free accounts, credit cards without annual fees, and seamless, personalized customer service. Today, Nubank serves over 114 million customers in Brazil, Mexico, and Colombia.

By leveraging AI solutions developed with OpenAI, Nubank enhances both customer experiences and internal efficiency:

• Internal enterprise knowledge search: Provides employees with instant access to company insights, driving smarter, faster decisions.

• Call center copilot: Empowers human agents with conversation summaries and recommended answers, increasing customer satisfaction and reducing time spent on each ticket.

• AI-powered assistant: Resolves 55% of Tier 1 inquiries, handling over 2 million monthly chats and reducing chat response times by 70%.

• Fraud quality assurance: Uses GPT‑4o vision to analyze transactions and documents, streamlining fraud detection and delivering high quality of service.

Accelerating productivity with custom enterprise search

Nubank first worked with OpenAI to create a custom enterprise search solution, giving employees quick access to FAQs, brand guidelines, and internal policies.

Powered by GPT‑4o and GPT‑4o mini, the solution integrates Retrieval-Augmented Generation (RAG) techniques to fetch and prioritize relevant documents, delivering accurate answers without any need to navigate siloed and incomplete information repositories.

The solution also uses fine-tuned models trained on Nubank’s domain-specific content and semantic search to prioritize the most relevant results for user queries.

With a chat-based interface, the tool has seen rapid adoption: over 5,000 employees use it monthly to boost productivity, accelerate onboarding, and resolve queries more efficiently.

Customer support agents, developers, and new hires all benefit from faster, more accurate access to information.