The recent Iupana Summit was much more than an event—it served as a thermometer to gauge the state of banking and the challenges it faces regarding AI and Generative AI (GenAI). The best part was hearing diverse perspectives: executives from major banks, fintechs, startups, and specialists who not only talked about the future but also shared what they are already implementing in their daily work. One point became crystal clear: it’s no longer just about the need to adopt AI but about doing it with security and transparency. The industry wants results that transform both the customer experience and internal teams. This is where the Software as a Service (SaaS) model comes into play—it’s making a real difference in Latin America.
Diego Romero Tuccio
Business Developer Manager at Coinscrap Finance
Governance and Security: The priority for all Banks
One of the most intense discussions centered around data security and governance. The debate has moved beyond protecting users and systems—it now includes validating AI agents themselves. The goal is not only to ensure these models work properly but also that they comply with regulations, maintain traceability, operate ethically, and avoid mistakes such as the notorious “hallucinations” from large language models (LLMs).
SaaS solutions have a clear advantage here: they come with built-in auditing, encryption, and version control. This allows banks to demonstrate to regulators that they are using AI safely and responsibly.
From basic automation to real impact
Another consensus was that most institutions already use AI—but mainly for routine tasks such as classifying documents, validating data, and detecting basic fraud. The real challenge is stepping up and leveraging these technologies for strategic purposes, like generating new business.
We’re talking about assistants that understand customers and recommend financial solutions in real time, models that anticipate needs before users express them, and internal processes that are streamlined to free up valuable work hours.
With SaaS, a financial institution can move from an isolated pilot to a large-scale implementation in just weeks—without battling legacy infrastructure. It’s like shifting from pedaling a bike to driving an electric car: speed and efficiency transform completely.
Inspiring cases: Bots with a perfect NPS
One of the most attention-grabbing examples was conversational assistants that interpret customer sentiment in real time (for example, on social media). These aren’t cold bots—they understand tone and context, achieving an NPS of 100%.
That figure reminds us that technology, when applied properly, fosters closeness and trust. Once again, Software as a Service proves advantageous: it allows banks to integrate these systems into existing service platforms without needing to redesign the entire tech ecosystem.
💡 Diego said:
“It was an excellent opportunity to connect with colleagues and understand the perspectives, challenges, and pain points the banking sector faces on its journey toward adopting exponential technologies.”
The weight of Legacy Infrastructure in banking
Every bank agreed on one thing: legacy systems are a headache. They contain tons of valuable data—but raw and unprocessed. That disorganized mountain of information is of little use.
AI can categorize, enrich, and turn that data into actionable insights. And by using a SaaS solution on top of that, speed increases thanks to preconfigured data pipelines that clean and organize information. The result: less friction, lower costs, and greater value.
Hyperpersonalization in Banking: The Big Dream (and Its Challenges)
Hyperpersonalization was another major topic—designing unique experiences for every customer. It sounds amazing, but it’s not easy. Achieving it requires highly detailed data, which is where next-generation tools come in.
Cloud-based solutions make this balance possible. They include encryption and traceability by default, allowing banks to deliver personalized experiences without losing sight of security or customer trust.
SaaS as a Driver of Innovation in a Saturated Sector
Beyond the technical aspects, the Summit underscored something essential: banks don’t just use technology—they adapt it and turn it into products that change the lives of millions.
In this regard, online software ensures systems maintain optimal performance during peak demand periods. Even more interestingly, it democratizes innovation, since it doesn’t require hiring an in-house team of developers to launch disruptive initiatives.
A Practical Roadmap for Innovation Leaders
If you lead an innovation department in a bank, neobank, or fintech, some of the recommendations shared in the discussions may be of interest:
- Move to the cloud strategically: design environments that support the entire AI lifecycle (training, deployment, and monitoring).
- Integrate governance from the start: avoid compliance becoming a bottleneck later.
- Start with quick wins: simple but high-impact use cases, such as SME scoring, employee assistants, or internal virtual agents.
- Measure what matters: beyond technical metrics, track cost reduction, NPS improvements, and time-to-market.
- Choose your partners wisely: SaaS partners specialized in banking reduce risk and accelerate results.
Industry Conclusions: Ambition with Discipline
The Iupana Summit reaffirmed that generative AI and SaaS are no longer trends—they are strategic realities for banking in Latin America.
The challenges are evident: legacy systems, strict regulations, and massive amounts of unstructured data. But so are the opportunities: more human experiences, more agile processes, and more scalable business models.
The key lies in balancing ambition and discipline. Ambition to imagine new ways to serve customers, and discipline to implement them safely and in compliance. Those who master this balance will be best positioned to lead the financial transformation already underway in the region.
About the Autor
Diego Romero Tuccio is Head of Business Development Latam at Coinscrap Finance, where he leads the fintech’s commercial expansion. Before joining the company, he served as Deputy Commercial Director at Hey Banco, where he created innovative payment strategies for the SME segment. At INVEX, he held the position of Deputy Commercial Director of Corporate Banking.
His career also includes key roles at Monex, the CNBV, and Grupo Financiero Banorte. An economist and finance professional by training, Diego is known for his strategic vision, ability to build strong partnerships, and passion for driving technological innovation.
