Nubank CTO Talks About AI Applications on Nu Videocast

São Paulo, March 12, 2024 – Nubank has just launched Nu Videocast, a new format that will bring monthly in-depth interviews with the company’s leaders on strategic topics.

In the first episode, Jörg Friedemann, Investor Relations Officer, interviews Vitor Olivier, CTO, about the current results of using Artificial Intelligence (AI) and the company’s long-term vision for the technology.

The executive points out that artificial intelligence has been part of Nu’s DNA since its foundation, playing an important role as a differential for the company in relation to its competitors.

In these ten years, AI has helped the institution to expand its limits in different domains, “but customer service is, without a doubt, the most relevant, considering Nu’s mission to reduce complexity and empower people,” highlights Olivier. With the use of artificial intelligence, Nu already records positive results in response time and problem resolution rate for its approximately 94 million customers in Latin America.

One example is the Precog technology (the name comes from precognition), which uses data to identify why a customer is contacting Nu’s customer service. This way, the person on the other end of the line is already prepared with information to solve the issue as quickly as possible.

Olivier also reinforces that artificial intelligence is only an option when the technology offers better services to people. Therefore, customer satisfaction is the company’s main metric for continuously evaluating AI application. “We believe that AI can bring us speed, and that we can create it in a way that improves service. Part of this is creating escape valves. In no way do we want someone to be stuck talking to an AI. We will apply [AI] only when it is delivering more value than the alternative,” says Olivier.

Money Platform: a personal banker within everyone’s reach

During the conversation, the CTO also presented one of Nubank’s priorities for this year: the Money Platform. “One of our goals with this platform is to consolidate the personal banker, which enhances the customer experience by providing solutions to problems and decision-making in an autonomous and effective way,” reveals Olivier.

Olivier continues: “We are offering our more than 90 million customers world-class products based on automation, personalization, and a fully integrated social experience in our app.”

The initiative aims to democratize access not only to financial services, but also to experiences that are currently restricted to just a few, allowing all customers to optimize their finances based on complete and personalized information.

About the project

Nu Videocast is a monthly program in which Nubank executives present in-depth strategic and interesting topics for the company.

The premiere episode is part of a series presented by the company’s Investor Relations team, with the support of the New York Stock Exchange – NYSE. Nu Videocast will be made available monthly on the company’s YouTube channel in its full version, and also in shorts that showcase specific topics.