CloudWalk’s InfinitePay Leads Central Bank Ranking with the Lowest Complaint Rate Among Brazil’s Top 15 Financial Institutions

Sao Paulo, October 2025 - InfinitePay, CloudWalk’s financial services platform for micro and small business owners, has been recognized by Banco Central do Brasil (the Central Bank of Brazil) as the financial institution with the lowest customer-complaint rate in the country among the Top 15.

The Central Bank publishes a quarterly Complaints Ranking that measures how many customer complaints are deemed valid per million open accounts for each financial institution.

Over the past 12 months, InfinitePay has more than doubled its customer base, reaching 14 million open accounts and joining the Top 15 largest financial institutions in Brazil. Despite this rapid growth, the company recorded only 135 valid complaints in the third quarter, resulting in an index of 9.55. For comparison, the leading institutions on the same list registered complaint rates 908%, 455%, and 442% higher than InfinitePay’s.

“We’ve been able to sustain this growth with a structure that combines AI agents and a highly skilled human support team,” said Gabriel Bernal, Chief Experience Officer (CXO) at CloudWalk. “Together, they focus on addressing the root causes of issues, not just responding to tickets as they come in.”

One of the key drivers behind this transformation is Claudio Walker, InfinitePay's AI-powered support agent, which now resolves 90% of customer inquiries without human interaction. Powered by machine learning and real-time data analysis, Claudio delivers fast, accurate, and empathetic support to InfinitePay’s users.

According to Bernal, InfinitePay’s journey with AI in customer experience began a little over two years ago, when the company’s top-rated human agents trained Claudio using their own best practices.

“Our leadership in service quality shows that customers don’t necessarily need to speak to a human - they want their issues solved efficiently, clearly, and with empathy. And Claudio has been remarkably successful at that.”

Another major contributor is CloudWalk’s Customer Advocacy team, which works closely with the customer-experience area to resolve escalated cases quickly. Supported by AI tools, the team exemplifies how a truly customer-centric operation can balance technology and human sensitivity to deliver both efficiency and satisfaction.

The Brazilian Central Bank’s Complaints Ranking is public and available on the institution’s official website.

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