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How Nubank increased its win rate by 6 p.p. in consumer litigation with Enter
+6 p.p
2.5x
+6 p.p
2.5x
+6 p.p
“We handle thousands of cases every month. Enter is allowing us to scale our lawsuit answer preparation without expanding the legal team proportionally — we are on track to delegate 80% of that work.”
According to Brazil's Central Bank, it is the largest private financial institution by number of customers, reaching approximately 61% of the country's adult population — a position built on consistent growth since 2022, moving up one spot per year since entering the top five.
CHALLENGE
Scale
7 of the 20 largest defendants in the country are financial institutions. The sector's consumer litigation totals more than 4.4 million active cases, with over US$ 15 billion tied up in provisions.
At Nubank, this challenge is amplified by its growth of over 41,000 new customers per day over two consecutive years. That pace of expansion translates into a growing volume of new legal claims — a natural byproduct of operating at this scale. A large share of these cases involve allegations of scams, fraud and unpaid debt, subjects that require detailed case-by-case analysis.
Solution
Nubank hired Enter to support legal customization at scale. The initiative was led by Tina Marcondes, Head of Legal Brazil, and Humberto Chiesi Filho, Legal Director of Dispute Resolution, and structured as a three-step workflow.
01
Data Collection
For each case, Enter activates over 30 integrations via APIs provided by Nubank to gather all relevant case information at scale. Our AI agents thoroughly review the data to verify the consistency of the claimant's narrative and distill scattered facts into a single, clear, actionable document for the legal team.
Key data collected includes:
- Call recordings and service logs, comparing what the customer claims in the complaint with what they actually reported to Nubank
- Customer communication history, including calls, chat and email
- Customer profile analysis, to verify whether transactions fall within the customer's usage patterns
- Information on the device used in the transaction
- Authentication records (passwords, biometrics, facial recognition)
- Credit and collections data (credit bureaus, debt history, payment records)
Entre os principais dados coletados estão:
- Áudios e logs de atendimento, comparando o que o cliente relata na petição com o que de fato informou ao Nubank
- Histórico de comunicação com o cliente, como ligação, chat e email
- Análise do perfil do cliente, de modo a verificar se as transações realizadas estão dentro do padrão de uso
- Informações de dispositivo utilizado
- Registros de autenticação (senhas, biometria, reconhecimento facial)
- Dados de crédito e cobrança (bureaus de crédito, histórico de dívidas e pagamentos)
“A single case doesn't raise alarms. But when you see patterns across hundreds of actions, the story changes completely. It would have taken us months to do what Enter did in days.”
Enter's agents map these patterns in minutes. Running the same analysis manually would require months of work from Nubank's internal team.
03
Ultra-Customized Lawsuit Answers
With the evidence gathered, Enter and Nubank jointly craft legal strategies for each case type, surpassing what an attorney could analyze within time constraints.
From those strategies, Enter's AI agents structure the lawsuit answer — organizing facts and evidence according to what tends to drive the court's decision.
“With Enter, we map success patterns and assess the relevance of each piece of evidence. The result is an agile defense that corrects flaws in real time and focuses on what truly determines the outcome of the case.”
Arguments vary by case. In scam-related allegations, for example, we gather:
- The device from which the transactions originated
- The existence of biometric authentication by the account holder
- Customer statements in service interactions - audio or text - that confirm the transactions were approved
- The customer's habitual transaction profile and any alerts Nubank issued during the transaction
- Recovery attempts made by Nubank
Specific legal theses were also developed to address abusive litigant networks, considering recurrence, standardization of claims and concentration of amounts over time.
“Together with Enter, we developed nine legal strategies to address issues ranging from fraud allegations to abusive litigation. This enables us to handle our cases with intensive use of evidence and reduced reliance on manual effort.”
In total, more than 400 AI models, with 97% accuracy, support the generation of lawsuit answers — allowing Nubank to handle a growing share of its monthly cases with intensive use of evidence and reduced dependence on manual effort.
Impact
The robustness of the operation was directly reflected in the results. When comparing cases with the same filing month, Enter delivered a 6 p.p. increase in the win rate. This performance underpins Nubank's decision to progressively delegate approximately 80% of lawsuit answer preparation to Enter.
The confidence Nubank gained from Enter's proven results enabled a 2.5x faster rollout than planned — directly addressing the challenge of scaling faster.
“Results showed a 6 p.p. increase in win rate across cases filed in the same month. The reliability led us to run implementation 2.5x faster than planned and bring forward the volume originally contracted.”
Enter now enables Nubank to grow its customer base without expanding its legal team proportionally — with agents producing in minutes the legal inputs that would otherwise require months of manual work.
All of this is backed by an engineering team from some of the world's top institutions (including Harvard and École Polytechnique), which lets Nubank's engineering team stay focused on what matters most: making customers fanatically love their products.