How Itaú is building generative AI for its entire customer base
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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.
Key facts
- The legal solution operates on more than 90 million documents and executes more than 2 million tasks per month, with efficiency gains of 20% to 80%
- Using a range of models made it possible to serve both cost- and latency-sensitive cases and those requiring deeper reasoning; GPT‑5.x models are part of Customer DNA, which provides financial
- Of the customer base is the goal by the end of 2026
- With approximately 300,000 customers in the first phase, the bank entered a period of learning about the real relationship between customer and product
Summary
Of the customer base is the goal by the end of 2026. Creating a close, personalized experience for millions of customers in a country like Brazil is, first and foremost, a question of simplicity rather than of models. “Much of it is about making something simple, direct, and useful, delivering a direct benefit to the customer, and making the technology almost unnoticeable,” says Carlos Eduardo Mazzei, CTO of Itaú. The standard he describes is demanding: the solution must solve a real everyday problem and be direct, simple, and memorable.