NOA: GenAI-powered Employee Assistant Transforming Internal Knowledge at CaixaBank. Qorus-Infosys Finacle Banking Innovation Awards 2025

NOA was born within CaixaBank’s strategic GenAl program,which was called GenIAl, aimed at pioneering the use of Generative AI to drive transformation. The concept was to create a system that transforms how employees access institutional knowledge instantly and intuitively. The assistant was developed in response to a key operational challenge: employees were spending excessive time searching across complex internal documentation, resulting in inefficiencies, wasted time, and low satisfaction.

In contrast to traditional intranet or static FAQ tools, NOA leverages cutting-edge information retrieval techniques, including Retrieval-Augmented Generation (RAG), and Azure-hosted large language models to provide contextual answers in natural language. Users simply ask questions as they would in a conversation and NOA returns precise responses by navigating through thousands of internal documents. This approach significantly reduces dependency on manual searches and support teams.

The competitive landscape at the time showed very limited real-world deployments of Generative AI. CaixaBank moved ahead of the curve by launching one of the first large-scale GenAI applications in European banking.

The solution was developed as part of the GenIAl cross-functional team, bringing together over 100 professionals from tech, business, legal, and UX disciplines. Leveraging value-driven methodologies, the team ensured a holistic and impactful approach. Accenture and Microsoft were key partners in design, development, and deployment phases.

Since its launch in January 2024, NOA has reduced escalation rates by 24.16%, saved €2.23M in operational costs, and improved employee satisfaction by over 30%. It now stands as a flagship initiative, guiding CaixaBank’s broader adoption of scalable GenAI solutions.