As Latin America’s banking sector experiences a transformative wave driven by digital innovations, key financial institutions are increasingly leveraging advanced technologies to enhance customer experience and operational efficiency. In a recent announcement, Global Finance revealed its selection of the 2025 innovators from the region, spotlighting the strides made by various banks in harnessing mobile apps, artificial intelligence (AI), and real-time data analytics.
Among the top honorees in the region, Banco Bradesco stands out for its pioneering efforts to incorporate generative AI applications into its operations. The bank’s commitment to modernizing its services is evident through its innovative use of AI to extract and analyze information from investment reports. This capability allows Banco Bradesco to tailor its analytical services to meet the specific needs of institutional clients, enhancing both the accuracy and relevance of financial insights.
A hallmark of Banco Bradesco’s innovation is the Bridge platform. This integrative service optimizes banking applications across different business units, thereby minimizing the need for specialized knowledge to access various banking services. In addition, Banco Bradesco’s IdeIA solution automates customer-service email responses, expediting responses to inquiries that previously required manual intervention. By streamlining operations, the bank not only enhances customer experience but also improves overall efficiency.
Another noteworthy tool developed by Banco Bradesco is Horizon, which utilizes customer data to generate actionable insights aimed at better understanding client needs and behaviors. Such capabilities facilitate more informed decision-making processes. Additionally, the Athena solution automates the documentation of calls and chats, employing AI to transcribe and compile information seamlessly, thereby significantly reducing time spent on administrative tasks.
The digital innovation landscape extends beyond Banco Bradesco, with Banamex recognized for its best-in-class payroll onboarding process. Banamex’s Remote Account Opening Payroll initiative modernizes the way employees connect with their employers for payment processes through a fully digital, self-service model. This approach is instrumental in eliminating manual tasks and reducing data errors, ultimately enabling employees to onboard their Banamex accounts without the cumbersome requirement of sharing sensitive information via email or paper.
In Brazil, the Banco Central do Brasil is also making strides in innovation. The Central Bank introduced an internal tool to analyze accounting statements for regulatory compliance, significantly reducing the time it takes to assess approximately 1,800 reports from weeks to around 20 minutes. This tool employs a large language model to provide unbiased and accurate evaluation results.
In a similar vein, Banco Cuscatlán has launched the Cuscatlán New App, allowing customers to customize their home screens to access specific banking products and services. With advanced security and privacy settings, users can select which accounts and balances to display, all while facilitating the functionality for key actions, such as cardless cash withdrawals, with minimal effort. The app addresses customer pain points effectively, rendering the banking experience more intuitive compared to competitors.
Financial inclusion in underserved sectors of society is another area where innovation flourishes. Banco del País, or Banpais, has introduced SAM (Servicio de Atención Móvil), an AI-powered chatbot designed to enhance the self-service capabilities of clients. Accessible via popular social messaging platforms like WhatsApp and Facebook Messenger, SAM serves as a 24/7 customer support agent, facilitating fundamental banking functions such as transaction inquiries, credit card balance checks, and safety blocks, providing instant responses to over 80 frequently asked questions.
For entrepreneurs, Banco do Brasil has developed ARI, a generative AI tool aimed at simplifying banking consultancy processes for micro and small businesses. This technology leverages conversational AI to analyze raw financial data, delivering tailored insights that allow business owners to make more informed strategic decisions. By easing complex financial transactions, ARI equips entrepreneurs with the knowledge they need to identify growth opportunities efficiently.
Bancolombia’s efforts focus on addressing the barriers that traditionally obstruct banking access in rural communities. The bank employs a territory-based intervention model that emphasizes localized solutions. Through collaboration between multiple divisions, Bancolombia addresses systemic challenges while conducting experiments in financial solutions that underscore the bank’s commitment to fostering sustainable economic development and empowerment for women entrepreneurs.
In a significant achievement, Banco W has improved debt collection processes through an innovative app developed in collaboration with Universidad Icesi. The App Abogados W harnesses low-code and no-code technology to enhance operational efficiency, resulting in a staggering 94% increase in effectiveness. This app has notably reduced the time required for processing payment agreements from 15 days to less than 24 hours, enabling Banco W to reallocate resources towards other strategic initiatives.
BBVA is similarly revolutionizing debt collection through insights drawn from behavioral economics. The bank’s restructured approach to handling early credit card defaults addresses emotional and cognitive barriers faced by customers involved in debt situations. By tailoring conversations to individual psychological profiles, BBVA enables advisors to engage in proactive discussions aimed at curbing debt escalation while fostering customer engagement in financial management.
Lastly, BTG Pactual has introduced the BTG AI Banker Agent, designed to provide clients with seamless access to personalized banking and investment advisory services. This intelligent platform employs generative AI and deep learning to offer daily assistance in personal finance management, investment portfolio optimization, and general customer service. It serves as a comprehensive resource aimed at helping clients navigate their financial journeys.
The emergence of such digital innovations across Latin America’s banking sector reflects a broader trend towards utilizing technology to enhance efficiency, foster customer engagement, and drive financial inclusion. As banks continue to embrace these advancements, the potential impact on the financial landscape in the region could be profound, leading to greater accessibility for underserved populations and improved experiences for all customers. The ongoing evolution driven by these technological strides underscores a pivotal moment within the industry, positioning Latin America as a leader in financial innovation on the global stage.