Mapping of 15 financial cases by use case: collections, customer service, Pix, investments, and insurance
18 de fevereiro de 2026
10 min read
Source: microsoft.com
15
Financial Cases
6
Use Cases
74M+
Clients Impacted
The financial sector is, without question, the most advanced in conversational AI adoption. There are at least 15 documented cases of banks, fintechs, and insurers using AI agents to transform operations — from collections to investments, from customer service to insurance.
This article maps the complete landscape: who is doing what, with which results, and what patterns emerge when we look at the sector as a whole.
15
Financial Cases
6
Use Cases
74M+
Clients Impacted
Collections and Renegotiation: Banco BMG leads with +40% in renegotiation agreement volume via WhatsApp, costing R$4.99-9.90 per agreement (vs R$21-25 with humans) — 5x cheaper. AI learns behavioral patterns and personalizes approaches by defaulter profile.
General Customer Service: Bradesco BIA with 90% resolution for 74M clients. Nubank resolving 50% of Tier 1 without humans. Santander with +35% NPS. Banco do Brasil with 90% of bot interactions concentrated on WhatsApp. Customer service is the most mature use case, with consistent results.
Pix and Transactions: Itaú (90% recurrence), PicPay (57M accounts, multimodal), BTG (handwriting/voice/image), Nubank (2M WhatsApp test), Banco Inter (R$200/day limit). Pix via WhatsApp is the next frontier, with each bank exploring multimodal UX.
Investments: Itaú with "Investment Intelligence" — 97% accuracy, 79% conversion, 100k users. First 100% AI financial advisory case in Brazil.
Looking at all 15 cases together, three patterns emerge:
1. From informational to transactional: The most advanced banks (BV, BTG, PicPay) already have agents that execute transactions. Mid-tier banks (Bradesco, BB) are in transition. Smaller ones still focus on FAQ and basic service.
2. Multimodality as differentiator: BTG interprets handwriting, PicPay processes audio and images, Itaú accepts voice for Pix. The trend is clear: input won't be text-only — it will be whatever format the customer prefers.
3. AI as infrastructure, not feature: Bradesco has 10 LLMs, 400+ experiments, and 20+ use cases. Itaú has 1,800 models and 500 data scientists. For these banks, AI isn't a feature — it's the technological foundation.
Additionally, the guardrail pattern is consistent: zero hallucination (BV), biometrics (PicPay), transactional limits (BTG, Inter), regulatory compliance (all). The financial sector demands the highest level of AI reliability.
The insurance sector represents the most advanced frontier of agentic AI in finance:
Lemonade: World record of a claim settled in 2 seconds. 98% of claims via AI Jim, 40% without humans. The company is AI-native — AI wasn't added, it is the foundation of everything.
Absa Bank: First African bank with agentic AI in 8 countries. Abby can apply for loans, open investment accounts, and process international payments.
Agentic AI in finance goes beyond customer service: it executes, decides, and resolves. The combination of autonomous agents with rigorous regulatory guardrails is the model the sector is converging toward.
The complete map shows that the financial sector isn't just adopting AI — it's being rebuilt on top of it. Each use case (collections, service, Pix, investments, insurance) has its own maturity curve, but all converge toward autonomous and multimodal agents.
Catalisa offers a complete platform for all mapped financial use cases: intelligent collections with personalized AI Agents, resolution-focused service with memory and context, integrated Pix transactions via Building Blocks, and insurance and investment workflows.
With integrated regulatory compliance, native security guardrails, and multimodal support, the platform enables financial institutions to accelerate AI adoption across any use case — from the most basic (FAQ) to the most advanced (agentic transactional agents).
MICROSOFT. “Banco Bradesco SA — Azure AI Services”. microsoft.com. Disponível em: https://www.microsoft.com/en/customers/story/19177-banco-bradesco-sa-azure-ai-services. Acesso em: 27 fev. 2026.
TI INSIDE. “Itaú coloca 150 soluções de GenAI em produção”. tiinside.com.br. Disponível em: https://tiinside.com.br/12/01/2026/itau-coloca-150-solucoes-de-genai-em-producao-e-amplia-uso-de-ia-em-141/. Acesso em: 27 fev. 2026.
OPENAI. “Nubank Case Study”. openai.com. Disponível em: https://openai.com/index/nubank/. Acesso em: 27 fev. 2026.
AI MAGAZINE. “Lemonade sets world record with 2-second AI insurance claim”. aimagazine.com. Disponível em: https://aimagazine.com/articles/lemonade-sets-world-record-with-2-second-ai-insurance-claim. Acesso em: 27 fev. 2026.
Schedule a demo and see how Catalisa can transform your business
Side-by-side comparison of how Brazil's three largest banks use artificial intelligence on WhatsApp to serve 74 million customers
26 de fev. de 2026
·
10 min read
·
Source: microsoft.com
International panorama with DBS Bank (Singapore), HDFC Bank (India), and Absa Bank (South Africa) leading the banking revolution with AI
23 de fev. de 2026
·
9 min read
·
Source: dbs.com
Double case study of Brazilian fintechs innovating in multimodal UX — BTG interprets handwriting, PicPay has 100% biometrics
21 de fev. de 2026
·
8 min read
·
Source: news.microsoft.com
© 2026 Catalisa. Todos os direitos reservados.
Conforme LGPD
Meta WhatsApp Business
Dados no Brasil
We use cookies for analytics and load external resources (images) to improve your experience. By clicking "Accept", you consent to the use of cookies and third-party resources in accordance with our Privacy Policy.