About 3 million clients use IAI today; the bank plans to extend access to 100% of its customer base by the end of 2026.
Itaú Unibanco chief executive Milton Maluhy said the bank expects to make its conversational artificial-intelligence platform, IAI, available to all clients by the end of 2026. About 3 million people currently use it. He said the rollout builds on “Inteligência Itaú,” the technology foundation the bank has developed over the past 2 years.
Among the solutions already launched, Maluhy cited Pix payments through WhatsApp, a digital banking platform for small businesses using generative AI, and an investment adviser based entirely on artificial intelligence. The new platform lets customers interact directly with the bank instead of navigating traditional app menus.
Maluhy said the bank had put in place data safeguards and governance mechanisms for its models. Itaú tracks usage, customer satisfaction and credit-model accuracy to assess AI’s impact and adjust systems, he said. He described the shift to AI as an irreversible change in how the bank operates and serves customers.
He also tied the strategy to risk-management discipline, capital allocation and long-term planning. The next step, he said, is to move from personalisation at scale to individualised service for each customer, including faster and more accurate credit decisions. The bank wants to reshape established business models itself before competitors do so.