In 2020, during an interview, I stated: 'Those who did not prepare for WhatsApp dropped the ball'. At that moment, it was already evident that the app would become indispensable in the daily lives of Brazilians, given that the average daily usage time of the app was approaching one and a half hours. Today, this prediction came true: WhatsApp is not just a means of communication, but a hybrid space that mixes personal and professional interactions. This fusion between personal life and work reflects a unique behavior of the Brazilian market, creating an ideal environment for financial innovation
We are among the largest app markets in the world, next to India and Indonesia. WhatsApp has already become an essential technology for millions of Brazilians. More than a messaging app, it has transformed into an everyday operating system, where deals are closed, clients are served and transactions take place. That's why, I believe that an intelligent financial assistant should be exactly where people already are
We are experiencing a unique moment in the financial sector. We are witnessing a change of era, where artificial intelligence (AI) is no longer a distant promise, but a practical and accessible tool, capable of transforming the way we manage our finances
Over the last few decades, we witnessed several technological transformations: the internet era (1995-2000), the era of cloud computing, the mobile era is, now, the era of AI. In the transition of the mobile era, where usability and design predominated, for the era of AI, we are migrating from a model focused solely on user experience to one also centered on task execution. Google was a pioneer in integrating machine learning into its searches, but OpenAI revolutionized by turning "search" into "answer"
The way we interact with financial services is changing. Traditional banks still impose bureaucracies and lengthy processes. Fintechs brought innovation, but many maintain monetization models that do not make sense for small entrepreneurs, with fees, monthly subscriptions and excess features that end up being underutilized.
What entrepreneurs really need is not a solution filled with technical features, more than an intuitive service, efficient and, mainly, accessible. Instead of navigating through complex menus or filling out multiple forms, a user should resolve their financial need through a simple voice command or text messagethe.
The next evolution of conversational platforms in the financial sector is not limited to just automating customer service, but rather to the creation of continuous and integrated experiences. This means that a user can initiate a transaction in a messaging app, continue in the browser and complete the operation on another device without losing the flow of interaction
This omnichannel connectivity, allied with AI, will make the experience smoother and more efficient, allowing entrepreneurs and consumers to save time, eliminate bureaucracies and reduce operational costs
The growth of conversational platforms in the financial sector shows that the future will belong to solutions that reduce complexity, optimize processes and put technology to work in favor of users. The trend is clear: money and financial services will become increasingly accessible within the communication platforms that are already part of people's daily lives
As new technologies emerge, the expectation is that these solutions will not be limited to just banking operations, but integrate payments, financial analysis, credit granting and investments in a simple and efficient way
Traditional banks will need to reinvent themselves. Fintechs that do not prioritize intuitive experience will lose ground. True innovation will be in the solutions that truly empower the user, making finances more accessible, agile and connected to the real world
The future has already begun – and he will be conversational
