AI Chatbot & Virtual Assistants Qorus-Infosys Finacle Banking Innovation Awards 2025- Nominated

Caixa is harnessing the transformative power of Artificial Intelligence (AI) to revolutionize operations and drive innovation across various sectors. Our AI initiatives focus on enhancing customer experiences, boosting operational productivity, and optimizing processes. Specifically, Caixa has strategically adopted AI technologies such as Cloud Computing, Cognitive Computing, Large Language Models, and Machine Learning to achieve these objectives.

This approach positions Caixa at the forefront of digital transformation within the Portuguese banking sector, aiming to not only enhance service quality but also promote financial inclusion by making banking services more accessible and user-friendly across communities. The AI initiatives have led to substantial improvements in efficiency, customer service, and risk mitigation, thereby impacting our Banking Product favourably. These efforts contribute significantly to the institution's profitability and overall efficiency.

Furthermore, Caixa is committed to pioneering the use of Generative AI (GenAI) in banking, employing both document-focused agents and conversational agents to advance productivity. Document-focused agents expedite the validation and extraction of information from documents using GenAI, while conversational agents leverage a knowledge base (KB) compiled from structured and unstructured data, including internal documents and external sources.

These agents, based on Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG) techniques, significantly enhance the speed and accuracy of information processing.

The integration of these agents into web and mobile applications, as well as through APIs for external services, underlines our dedication to innovation and digital leadership in the banking domain.