Itaú aims to reach all customers with generative AI platform ia.i by 2026
Itaú is rolling out a generative‑AI conversational interface called ia.i, backed by its IARA governance platform, as part of an AI‑First strategy for both customers and employees. The first phase reached roughly 300,000 users and the bank plans to extend the service to its entire base of about 70 million customers by the end of 2026. OpenAI’s GPT‑5.x models are among the multiple models used,…
Key points
- ia.i reached ~300,000 customers in first phase, targeting all 70 million by end‑2026.
- IARA platform governs multiple models, handling >90 million documents and >2 million tasks monthly with 20‑80% efficiency gains.
- OpenAI GPT‑5.x models power the system, delivering up to three‑times more effective conversations.
The IARA platform centralizes model access, enforces responsible‑AI policies, and monitors token‑use efficiency. It powers a legal‑department solution that works on a repository of more than 90 million documents, executes over 2 million tasks each month, and delivers efficiency gains ranging from 20 % to 80 %. The bank expects the AI tools to free up three times more time for relationship managers, make service up to twice as fast, and make conversations up to three times more effective.
A study by Itaú and Grupo Consumoteca found that 80 % of Brazilians want better financial organization and 65 % would like a “financial copilot.” The bank says the technology is meant to be simple and almost invisible, delivering direct benefits while staying within strict regulatory constraints.
How Itaú is building generative AI for its entire customer base
OpenAI · 16 October 2026
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