Itaú brings generative AI to financial context for 70 million customers

What is changing?

OpenAI detailed Itaú’s generative AI systems in a case study published on October 16. The text- and voice-based ia.i brings accounts, credit, cards, insurance, and investments into one conversational layer and hands customers to specialist support when needed. The first phase covers about 300,000 customers, and the bank aims to make the experience available to its full customer base by the end of 2026.

The IARA platform behind it provides controlled access to multiple model providers, including OpenAI. It centrally applies cost, response-accuracy, observability, and responsible-AI policies. A Customer DNA layer manages financial context for about 70 million customers, while text, voice, images, and clicks are combined in the same experience.

According to Itaú measurements reported by OpenAI, the legal solution runs more than 2 million tasks per month across a repository of over 90 million documents and produces efficiency gains of 20–80 percent in process stages. These are company measurements, not an independent comparison. Data access, bias, human handoff, and transaction authority still require separate production controls.