Itaú built the generative financial assistant ia.i around Customer DNA, which gathers customer context, and IARA, a model-governance layer. Conversation and voice connect account, card and insurance tasks, but the initial rollout covers 300,000 people, not its approximately 70 million customers overall. It also reports efficiency gains in some legal-work stages through large-scale document retrieval and automation. These are cases presented by the bank and its supplier; expected benefits or gains in individual steps do not establish verified productivity improvement across the entire bank.