How Itaú is building generative AI for its entire customer base
Itaú uses OpenAI models in ia.i and IARA to deliver generative AI banking for about 70 million Brazilian customers.
Itaú is rolling out ia.i, a conversational layer for accounts, credit, cards, insurance, and WhatsApp transactions, using a range of OpenAI GPT models. A Customer DNA context layer covers about 70 million customers, with roughly 300,000 in the first phase. The IARA platform governs model access; a legal use case handles more than 90 million documents and over 2 million tasks a month, with efficiency gains of 20% to 80%. The bank cites responsible-AI controls and goals of faster service and more customer-relationship time.
- ia.i is a text and voice layer across banking products, starting with about 300,000 customers.
- Customer DNA contextualizes roughly 70 million customers under governance controls.
- IARA orchestrates multiple models, including OpenAI, with cost, accuracy, and policy controls.
- Legal automation covers 90 million documents and over 2 million monthly tasks.
- Itaú expects up to 3x relationship time and service up to twice as fast.
- Vendors
- OpenAI
- Products
- ia.iIARACustomer DNA
- Organizations
- ItaúOpenAIGrupo Consumoteca
- Countries
- Brazil
- AI models
- GPT
From the original article
6 min read at openai.com
With ia. i, a conversational interface, and the IARA governance platform, Itaú is applying its AI First strategy to customers and employees — in one of Brazil’s most regulated sectors.
openai.com
A short excerpt; the article and its images belong to the publisher. Summary, key facts and assessment above are AI-written from the article and can be wrong.