Open Finance without a continuous journey is just expensive infrastructure
On average, each Brazilian interacts with five financial institutions, according to Visa (2024), and only 8% concentrate their accounts in a single place.
Open Finance has already solved the technical part of sharing data. The question the sector has not yet answered is: why do customers continue to switch apps to do what should be simple?
In a talk on the Business Suite stage at Payment Anyway 2026, Claudia Campolina, IT Executive Manager at Banco Inter, discussed how they are dealing with this challenge internally. Want to know more? Keep reading.
Five accounts, and no one has the complete picture
Each institution sees a slice of the financial life of those they serve.
One bank sees the card, another sees the investment, a third sees the credit. No one has the complete picture. Decisions about limits, rates, and offers end up being made with partial information.
Even when data starts to circulate, the journey tends to break.
Think about the most basic task: bringing money from another bank. In the traditional model, the customer leaves the app, logs in, enters the password, validates a token, confirms the transfer, and only then returns to see the balance arrive.
Each step is a chance for abandonment. The infrastructure exists, but the train stops at every station.
At least, the tracks are already laid
Regulation, APIs, consent, security, and governance formed Open Finance, and the mandatory participation of institutions expanded the ecosystem's reach. But the track alone does not generate value. Value arises when people, data, and services circulate without interruption.
This calls for a change. Instead of selling credit, cards, and investments as separate catalogs, the institution needs to start from what the customer wants to solve: buying a property, paying for college, changing cars, organizing finances.
Shared data ceases to be a technical file and becomes context. This is where artificial intelligence makes sense: as the layer that transforms context into decisions, indicating which path is most suitable for each person, at that moment.
The tracks are already built. AI helps define the destination.
The customer should not switch trains mid-journey, and the institution cannot interrupt service to evolve.
What changes in practice?
The first change is in data usage. Open Finance is the foundation, but the real gain appears in what is done with the received information, always with consent and security. Data shared by the customer can complement the score, improve loan rates, and increase card and credit limits.
The second change is eliminating redirection. Authorization should happen once, in the same app. When the customer consents and the balance arrives directly, without repeated logins, passwords, and tokens in another environment, abandonment rates are reduced.
The third is bringing the service to the point of decision. Pix and credit need to be where the purchase happens: in the wallet, at the point of sale, in the marketplace, in the ERP. With authorized context, it's possible to offer credit on the spot, on the bill, via bank slip, or in installments, without the customer leaving the flow.
The fourth change is thinking by need, with AI and clear limits. AI needs to answer concrete questions:
Which offer is right for this person?
Which credit has real conditions?
Which investment matches their entire financial life?
Which offer makes sense now?
What is the best time to communicate?
Knowing when to be silent is just as important. Contact frequency, transparency, and revocable consent are part of the execution and protect the trust that sustains the entire model.
The future is a destination, not a menu
The sector's next step is not a better product catalog. It is a true financial assistant that understands income, behavior, goals, and context, and acts before the customer needs to ask.
A menu waits for the customer to choose. A destination takes them there.
Having a lot of data is not enough, because it doesn't generate value on its own. Value appears when intelligence is connected to journeys that the customer can complete from beginning to end.
How many customer journeys today end without the customer needing to leave your product? Squadra, through Genius AI, can answer your question. Talk to our specialists.
