Nubank isn’t chasing AI buzz — it’s applying technology to smooth everyday banking for millions. Want to know how CEO Livia Chanes balances AI investment with simple customer experience? Read on.
Why Nubank rejects the “AI bank” label
Nubank’s CEO, Livia Chanes, has a clear view on artificial intelligence. She says Nubank does not want to be called an “AI bank.” Instead, they aim to be a bank that simply works well for its customers. The company uses AI, but it’s not the main focus of their brand.
For Nubank, AI is a tool. It helps them make banking easier and smoother for everyone. They believe in using technology to solve real problems. This means AI works behind the scenes. It helps remove common frustrations customers might face with traditional banks.
Focusing on the Customer, Not the Tech Hype
Many companies talk a lot about AI. Nubank takes a different path. They focus on the results AI brings. Their goal is to create a great customer experience. This means making banking simple, fast, and fair. AI helps them reach these goals without being the star of the show.
So, while AI is a big part of Nubank’s operations, it’s not what they advertise. They want customers to feel like banking is easy. They don’t want them to worry about the complex technology. This approach helps Nubank build trust and keep things user-friendly.
Practical AI: underwriting, fraud, customer service and Pix payments
Nubank uses artificial intelligence in many practical ways. These tools work behind the scenes. They make banking easier and safer for everyone. AI helps with important tasks like approving loans and stopping fraud.
When you apply for a loan or credit card, AI helps with underwriting. This means it quickly looks at your financial information. It helps Nubank decide if you can get credit. This process is much faster and fairer with AI.
Stopping fraud is another key area for AI. The system constantly watches for unusual activity. If it sees something strange, like a payment you didn’t make, it flags it. This helps protect your money from scammers and keeps your accounts safe.
For customer service, AI also plays a role. It helps answer common questions quickly. It can guide you to the right information or person. This means you get help faster and more efficiently when you need it.
Even with Pix payments, AI makes a difference. Pix is Brazil’s instant payment system. AI helps ensure these payments are smooth and secure. It works to keep your money moving safely and quickly between accounts.
Growth and strategy: WhatsApp payments, U.S. license and customer focus
Nubank is always looking for new ways to grow and serve its customers. One exciting area is WhatsApp payments. This would let people send and receive money directly through the popular messaging app. It makes banking even more convenient for daily life.
The company is also expanding its reach. Nubank recently got a license to operate in the United States. This is a big step for their international plans. It means they can offer their simple, digital banking services to more people outside of Latin America.
Keeping Customers at the Center
At the core of Nubank’s strategy is a strong customer focus. CEO Livia Chanes often talks about this. Every decision, from using AI to adding new payment options, is made with the customer in mind. They want to build a bank that truly works for people.
This focus helps Nubank grow and stay strong. By listening to what customers need, they can create better products and services. This approach has helped them become one of the largest digital banks in the world. They believe in making banking easy and fair for everyone.
Fonte: Fortune.com
