CaixaBank has initiated the second phase of its generative artificial intelligence (AI) deployment, aiming to scale and implement new AI use cases throughout the entire group. This ambitious project, known as the GalaxIA Project, is a continuation of the bank’s previous initiative, GenIAl, which explored the potential of AI to enhance digital innovation and streamline processes across various business lines. The goal is to improve customer and employee experiences while boosting productivity and efficiency.
The first phase, GenIAl, exceeded expectations by successfully implementing and deploying AI use cases within set deadlines, enhancing the bank's internal knowledge and infrastructure for generative AI. These initial successes laid the groundwork for GalaxIA, which now aims to expand AI’s impact across the organization.
The first five generative AI use cases developed during this phase include an employee cognitive assistant that improves search efficiency and response quality, Wall conversations that enhance communication between employees and customers, AI-assisted code generation to streamline programming tasks, a Contact Centre assistant that provides context-aware customer information, and Customer Service Management (CSM) tools for better claim processing. These innovations are already being scaled across the group to improve daily operations and customer service.
As CaixaBank moves forward with GalaxIA, new AI use cases will be explored, focusing on both immediate improvements in customer experience and longer-term strategic transformations in areas such as mortgage processing. The bank’s vision is that generative AI has significant potential to support routine tasks, freeing up employees to focus on higher-value activities and ultimately enhancing customer service.
CaixaBank is committed to ensuring that AI is implemented ethically, with a focus on fairness, transparency, and responsibility. The bank is also exploring the use of explainable AI to enhance fraud detection and prevent bias and discrimination, underscoring its dedication to responsible AI adoption.
