Customer Service Automation · Document Processing
Itaú needed to make financial guidance simpler and more personalized for millions of customers while also scaling document-heavy internal workflows, all under the governance, observability, and economic controls required in a highly regulated banking environment.
Reported impact
Itaú put generative AI in front of approximately 300,000 customers in ia.i's first phase, created a governed platform for scaling AI across customer and employee workflows, and improved legal-process efficiency by 20% to 80% while handling more than 2 million tasks per month against a 90M+ document corpus.
Itaú built a dual-layer generative AI stack around customer experiences and governed internal model access. ia.i is the bank's conversational surface, available by text or voice, that brings checking-account, credit, card, insurance, and other service interactions into one interface and connects customers to specialist human support when needed. Behind that surface, Customer DNA maintains financial context about needs, habits, and life stages for roughly 70 million customers, while OpenAI models help enrich the representation and answer requests with the right balance of latency, cost, and reasoning depth. The bank exposes those models through IARA, a governance and orchestration platform that applies policy controls, observability, and token-efficiency guardrails, and the same platform also powers document reading, analysis, and interpretation for the legal department's 90M+ document repository.
Customers submit text or voice requests through ia.i, which uses Customer DNA context plus banking-service information to route work to the appropriate OpenAI model and return answers, guidance, or transaction help before escalating to human specialists when needed. In parallel, legal documents flow through IARA so governed model access can read, analyze, and interpret items from the department's repository.
"At the center of this experience is Customer DNA, a layer of financial context that helps the bank understand the needs, habits, and life stages of approximately 70 million customers."
"IARA is a fundamental platform, because it ensures we can have governance and observability in a highly regulated environment."
"OpenAI’s models were very important in delivering this experience, because they were able to operate across this range of solutions."
"The solution operates on a repository of more than 90 million documents and executes more than 2 million tasks per month, with efficiency gains of 20% to 80%."
"To operate AI at the scale of a bank, Itaú built IARA — a governance and orchestration platform that gives teams controlled access to different models in line with internal policies."
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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