CaixaBank is at the forefront of digital innovation, unveiling the GenIAl project—a dedicated team of over 100 experts focused on exploring and implementing generative Artificial Intelligence (AI). With a strategic collaboration with Microsoft and Accenture, CaixaBank aims to harness AI across internal processes and customer interactions, driving digital transformation and enhancing operational efficiency.
Breaking boundaries: New ways of working in financial institutions
The multi-disciplinary team, situated in Barcelona and Madrid, includes individuals from various CaixaBank departments and its technological subsidiary, fostering a comprehensive approach to AI development.
GenIAl concentrates on real-world applications to improve employee experiences, emphasizing time efficiency for higher-value tasks, ultimately providing customers with an enhanced service. Working groups within GenIAl are actively developing use cases, from streamlining digital customer service to risk analysis and code generation in software development.
CaixaBank anticipates deploying successful use cases throughout its group by 2024. With a track record in AI adoption since 2014, the bank has pioneered AI applications across various services, from Foreign Trade to cognitive assistants supporting customers and employees.
AI integration in customer service allows personalized assistance for customers over 65, showcasing the bank's commitment to innovative solutions.
Internally, AI aids advisers in managing returned direct debit payments, achieving an impressive 99% accuracy. CaixaBank's GenIAl project aligns with its commitment to technological innovation, emphasizing the strategic use of AI to transform processes and elevate customer and employee satisfaction. The bank's pioneering efforts in AI adoption position it at the forefront of the financial services industry's digital transformation.