Many organizations are embarking on digital transformation projects by adopting AI agents to optimize their processes and improve operational efficiency. On this occasion, CaixaBank has launched the development of its new artificial intelligence agent system aimed at improving the experience of its customers during digital contracting processes through the entity’s mobile application.
The new service combines conversational AI and human support to optimize digital contracting and represents a key step in the strategy to continue promoting digital sales, in a context in which the CaixaBank app is consolidated as one of the main relationship channels with its customers, with more than 12 million users, the largest digital customer base in Spain. CaixaBank’s AI Agents project will be presented next week at the Mobile World Congress in Barcelona.
Conversations with the client
The innovation is based on the implementation of AI agents that act exclusively within the app’s chat channel. The IA agent can have a conversation with the customer to help them specify their needs, expand the information they need and resolve any questions that may arise. When the time of contracting arrives, the IA agent refers the client to a specialist from the entity, ensuring that the information processed up to that moment is not lost.
The first AI agent to help with contracting, which is already operational, is aimed at clients who have started the process of contracting a pre-granted loan through the app and are encountering difficulties in the procedure. In these cases, the agent helps them resolve doubts, simulate and define the ideal configuration of their loan, installments and terms, and facilitate the contracting to progress quickly.
The AI Agents project to help with recruitment, based on Salesforce’s Agentforce technology, will evolve in the coming weeks until it is integrated into all recruitment chats in the bank’s application, so that they can obtain information in an effective, fast and agile way. The IA Agent system will be completed with specialists in each type of product, from consumer loans to mortgages or savings products.
The application of Artificial Intelligence in the entity’s app has the objective of improving the user experience of customers, who can obtain complete information in a more agile and faster way. Customers can ask to interact with a specialist at any time and the tool will immediately put them in contact with a professional from the entity.
AI agent specialized in cards
Last summer, CaixaBank already launched an agent based on generative AI to help users of the mobile banking application inform clients about issues related to the cards. This functionality, developed with Google Cloud’s artificial intelligence technology, differs from the one presented today in that it is designed exclusively to inform clients, not to guide them in the hiring process.
The AI agent for cards has the ability to resolve questions about the characteristics 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. This can also have a conversation with the AI agent to ask questions and obtain more information.
A few months earlier, CaixaBank had activated an AI agent to help employees who support remote hiring. This AI agent, developed with tools from the Salesforce platform, was created specifically for a team of more than 300 professionals from the entity, who are dedicated to guiding customers who request it in the search for products through digital channels.
In addition to AI agents for customer service, CaixaBank is developing AI agents to improve the entity’s internal processes.
Bet on generative AI
The development of AI agents is part of CaixaBank’s commitment to the application of generative AI included in the 2025-2027 Strategic Plan. In this sense, the entity seeks to articulate a technological strategy in the coming years around four main objectives: increase the agility and commercial capacity of its business areas; develop new services thanks to cutting-edge capabilities and process simplification; enhance operational excellence by improving efficiency and, finally, reinforce and evolve the current technological platform with the highest standards of resilience and security.
Specifically, plans are included for the renewal of current channels and the development of new commercial and customer service capabilities using generative artificial intelligence.
The agent helps them resolve doubts, simulate and define the ideal configuration of their loan, installments and terms, and facilitate the contracting to progress quickly.
With experience since 2014, CaixaBank has stood out for being one of the pioneer banks in analyzing the use of Artificial Intelligence applied to financial services. Artificial Intelligence is already applied in multiple services and projects of the Group, with a transversal and multidisciplinary approach that includes various perspectives, from technological to ethical.
AI agents in banking
Technology and innovation are key for CaixaBank, currently the first bank in Spain and one of the most relevant in Portugal. With the largest base of digital clients in the financial sector in Spain, more than 12 million, the entity is at the forefront in the development of new models and systems to respond to the demands of its clients.
The entity has its own technological subsidiary, CaixaBank Tech, and multidisciplinary teams to bring innovation to all areas of the organization. Through cutting-edge technology, CaixaBank promotes an ambitious digital transformation plan. The objective is to put technology at the service of people, with services and solutions that provide more personalized advice, a better commercial offer and connection, new financial services and a more agile decision-making model.
