Built on Google Cloud’s AI technology, the AI agent has the ability to answer questions about products, compare available options, and present the one that best suits the user. The project, initially available for cards, has been rolled out to 200,000 of the bank’s customers.
„The AI agent has the ability to answer questions about the features of the cards available in the app’s catalog, compare the different possibilities, and present the one that best suits what the customer is looking for. The customer can also have a conversation with the AI agent to ask questions and get more information.” – according to the press release.
The customer also receives a summary with the recommended card, about which they can continue to ask questions, and once their doubts are resolved, they can apply for it through the app in a simple and fast process.
„The objective of the project is to explore new ways of applying AI to achieve a more fluid user experience and to be more effective and faster in resolving doubts. The conclusions of the experience will be essential for the development of other generative AI-based agents.” – the bank explained.
CaixaBank believes that in the coming years the evolution of generative AI will be widely adopted by society and, therefore, will lead to substantial changes in the way the entity relates to its customers and in how internal activities and tasks will be transformed.
CaixaBank is the leading financial institution in Spain in digital banking, with 12.2 million digital customers. The entity has especially consolidated its position as the leading bank in the use of mobile banking, reinforced by the high usage rates of the app. In this sense, digital registrations of adult customers grew by 38% in the first quarter of 2025 compared to the same period of the previous year, and digital sales increased by 22%.
Banking 4.0 – „how was the experience for you”
„To be honest I think that Sinaia, your conference, is much better then Davos.”
Many more interesting quotes in the video below:
