Production voice AI, Running at the Scale of Latin America's Largest Bank

Nubank set out to reach and serve its customers with the same speed, consistency, and quality on every interaction across two countries, two languages, and a customer base measured in the tens of millions. Doing that with people alone isn't possible at that scale. Doing it with automation usually means giving up control. Nubank wanted both: scale and consistency, without compromise.

Domu's conversational AI agents now handle customer outreach and engagement for Nubank in production, in Portuguese and Spanish. The agents hold natural, real-time conversations, guide customers to the right outcome, and operate inside approved, policy-controlled flows with a complete, reviewable record of every interaction and immediate handoff to a person whenever a situation calls for one.

What Domu runs for Nubank

• Real-time voice conversations across two markets, in Portuguese and Spanish

• Approved, in-policy flows that keep every interaction consistent and on-brand

• Automatic human escalation the moment a conversation needs a person

• Full traceability on every conversation, built for a regulated banking environment

At real scale

This is not a pilot. Domu has been in production for Nubank since 2025 and now operates at national scale:

• More than 1.6 million live, AI-handled customer conversations across Brazil and Colombia

• Millions of customer touchpoints every month, orchestrated across the portfolio

• Two countries, two languages one platform, one consistent standard of quality

Built for a regulated industry

Every Domu conversation runs inside policy, is fully logged, and is built to stand up to scrutiny. When an interaction needs human judgment, the AI recognizes it and hands off immediately. Nubank gets the reach and consistency of automation without giving up control or compliance on a volume of interactions no human team could cover.

Nubank and Domu are proving what customer engagement looks like at the scale of a modern digital bank: automated where it should be, human where it matters, and consistent on every single conversation, in every customer's language.

About Nubank

Nubank (NYSE: NU) is one of the world's largest digital financial-services platforms, serving more than 130 million customers across Brazil, Mexico, and Colombia. It is one of the fastest-growing financial institutions in the world and a benchmark for modern, technology-first banking.

About Domu

Domu is a voice AI platform built for regulated, high-volume interactions. Domu's agents handle servicing, collections, and customer communication autonomously, inside client policy, with full traceability on every conversation so financial institutions can scale AI without giving up compliance or control.