The company is one of the pioneers in the use of technology in the world; innovation is already reflected in advances in customer satisfaction
PicPay now uses the most advanced generative artificial intelligence technology from Azure OpenAI Service, GPT-4.1, in its Assistant. One of the pioneers in the use of this version in the world, the company enters the era of multi-agents specialized in different themes, consolidating its position as a reference in innovation and use of generative AI in the financial sector.
In the first few hours after starting to use GPT-4.1 in the PicPay Assistant, the NPS (Net Promoter Score, an index that measures the satisfaction of customers who interact with it) jumped 10 percentage points (pp), reflecting a more accurate and effective service experience. In addition, there was an 8 pp reduction in the number of calls that needed to be directed to human support during the period – proof of the solution's maturity.
In addition to the improvement in the NPS of customers served by the Assistant, the increase in precision also led to an increase in satisfaction in services conducted by humans, who gain more time to deal with each request and receive more organized and assertive information with the use of technology.
“Since 2023, PicPay has been investing in the most advanced GenAI to transform our customers’ experience. With the most sophisticated technology in the world, we solve real problems with security and even greater quality. It is innovation focused on business: technology that raises the standard of the financial sector”, says Danilo Caffaro, executive vice president of Financial Services for Individuals at PicPay.
“Microsoft is attentive to the local demands of our customers and we provide cutting-edge technologies for companies in Brazil. Our work with PicPay focuses on providing personalized and agile service to its consumers – with security as an essential factor,” highlights Joana Moura, vice president for Corporate Clients at Microsoft Brazil.
From customer service to personal assistant
Since 2023, PicPay has been investing in the development of its assistant with generative AI, which already allows you to make Pix payments by simply sending an audio message, photo or forwarding a message, in addition to checking limits or receiving payment reminders. Customers can also resolve complex issues involving products such as insurance and investments – all via WhatsApp or the app.
GPT-4.1 represents a qualitative leap: behind the conversational interface, there is an architecture based on specialized multi-agents. Each one is focused on a topic, such as cards, transfers or credit, and below them there are others that focus on micro-topics, such as invoice, limit query or card delivery status, for example.
The interaction between multi-agents is coordinated by a “supervisor”, who defines the ideal action plan for each new interaction. This orchestration is possible thanks to the increased precision and contextual understanding of the new technology.
“The new era of the Assistant has been able to scale quality service and strengthen customer relationships. We started in 2023 with a RAG solution, which combines language generation with intelligent information search, we included personalization and now we have reached the world of multi-agents, which generate insights for the user and bring a private banking experience to everyone, with extremely high security”, explains Renan Oliveira, Chief AI Officer at PicPay.
Today, PicPay has dozens of agents. The use of the A2A (Agent-to-Agent) protocol allows asynchronous communication between them, ensuring parallelism, traceability, and performance even in complex flows. The MCP (Model Connection Protocol) ensures efficient integration with internal APIs, legacy systems, and product data — an essential pillar for quality automation in the financial sector.
ABOUT PICPAY
With over 12 years of history, PicPay is one of the leading digital banks in Brazil. Founded in Vitória (ES), the company was a pioneer in instant transactions between people and in the use of QR Code, eight years before Pix. Today, PicPay offers a complete portfolio of products and services for individuals, such as credit, investments, insurance and cards, and for entrepreneurs, with solutions such as payment terminals and lines of credit for companies. A reference in the sector in initiatives in generative artificial intelligence and Open Finance, the company achieved net income of R$252 million in 2024, an increase of seven times compared to 2023, and revenue reached R$5.6 billion in the period, an increase of R$61% on the same comparison basis. Recently, PicPay was also elected the best digital bank in the country by popular vote in the iBest award.
ABOUT MICROSOFT
Microsoft (Nasdaq “MSFT” @microsoft) creates AI-powered platforms and tools to deliver innovative solutions that meet the evolving needs of our customers. The technology company is committed to making AI widely available and doing so responsibly, with a mission to empower every person and every organization on the planet to achieve more. In Brazil for 35 years, the company launched the Microsoft Mais Brasil Plan in 2020 with the aim of supporting the country’s sustainable economic development, contributing with actions capable of preparing professionals for the digital economy, reducing inequalities and promoting digital inclusion.
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