Nubank, Latin America's largest digital bank, faced the challenge of maintaining personalised, high-quality customer service while scaling from a startup to over 114 million users across Brazil, Mexico, and Colombia. Traditional banking customer service models — relying on call centres and branch networks — could not scale cost-effectively for a digital-first institution serving more than 61% of Brazil's adult population.
Fraud detection at scale presented an equally critical challenge: trillions of transactions across Pix instant payments, credit cards, and personal loans generated massive data volumes where traditional rule-based fraud systems produced unacceptable false-positive rates. Credit scoring for the underbanked population — many without conventional credit histories — required alternative data approaches that legacy models could not support.
Nubank built a comprehensive AI platform processing trillions of transactions through foundation models that extract general-purpose user representations for credit scoring, product recommendation, and fraud detection. The company partnered with OpenAI to deploy ChatGPT Enterprise across its operations, with GPT-4o powering customer-facing features and internal productivity tools.
The AI-powered customer assistant resolves 55% of Tier 1 inquiries autonomously, handling over 2 million monthly chats and reducing response times by 70%. For fraud detection, GPT-4o Vision powers multi-modal identity verification combining natural language processing and image recognition to analyse customer communications, transaction records, and submitted documents.
Nubank also leverages AI to scale Pix instant payment operations, reducing transaction processing time by up to 60% without compromising security. Real-time ML models monitor adversarial scenarios across payment channels, with continuous robustness monitoring to adapt to evolving fraud patterns.
This is an industry case study based on publicly available information. Nubank is not a Pertama Partners client.
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