How Itaú is Building Generative AI for Its Entire Customer Base
Itaú, one of Brazil's largest banks, is rolling out generative AI capabilities to its entire customer base as part of its AI First strategy. The initiative centers on ia.i, a conversational interface designed to serve both customers and employees.
To manage the complexities of deploying AI at this scale in a regulated industry, Itaú has developed IARA, a governance platform that oversees AI usage and ensures compliance with Brazil's strict financial regulations. The combination of a user-facing conversational tool and a robust governance framework reflects the bank's approach to balancing innovation with regulatory requirements.
The banking sector in Brazil is subject to rigorous oversight, making AI adoption more challenging than in less regulated industries. Itaú's strategy demonstrates how financial institutions can implement generative AI broadly while maintaining the controls necessary for compliance in a sector where errors can have significant financial and legal consequences.
By extending AI capabilities to both customers and internal staff, Itaú is positioning generative AI as a core part of its service delivery model rather than a peripheral experiment.