CaixaBank and Salesforce have signed an agreement to jointly advance in AI projects for the digital transformation of banking services. By virtue of this strategic agreement, CaixaBank will apply Salesforce technology in the redefinition of the different relationship channels with customers for the improvement of experience and quality in care.
The project includes tools based on artificial intelligence, such as Agentforce, attendees integrated into the Salesforce platform, solutions such as Salesforce Data Cloud, for data management and analysis, and will continue to deploy other solutions within Salesforce.
From the entity’s app to chatbots, physical offices and telephone service centers, Agentforce allows you to quickly and precisely respond to customers made by customers. In parallel, the employees of the entity will be able to count on this support to reduce the workload of repetitive tasks and be able to devote themselves to more complex and more added value tasks such as personalized advice, among other functions.
For its part, the implementation of Data Cloud, the Salesforce solution for the management and analysis of cloud data, will manage the transmission of the data produced by the entity so that they are immediately available when making any consultation. In this way, the data will be recorded safely and efficiently and will allow their real -time consultation.
In addition to the application of AI solutions, within the framework of the new agreement reached with CaixaBank, Salesforce will be positioned as the platform that will jointly centralize the interactions related to CaixaBank’s sale and service.
Use case: digital hiring support assistant
One of the most recent use cases implemented by CaixaBank is an assistant of remote hiring, which uses the generative AI to help managers and customers reduce interaction times and boost the hiring of products from digital channels (app and web). This assistant, developed by CaixaBank Tech with the native tools of the Salesforce platform, has been specifically created for a team of more than 300 employees of the entity that supports customers in the hiring of products by digital channels.
CaixaBank and Salesforce collaborate to apply AI in the customization of customer experience in banking services
This equipment is activated through the button ‘Do we help you?’ which is found in the app and on the web. Since the client requests it, a manager has the commitment to contact him in less than two minutes. Both during this previous time of preparation and during the course of the call, the sales assistant provides a lot of information to the manager to solve his doubts and help him in his management.
For example, it offers some client data and their relationship with the entity; product information that has been interested; crossing the product conditions with the characteristics of the customer; comparative with other products of the entity; or an interactive chat to which the manager can raise any type of consultation. All this information travels encrypted and Salesforce also guarantees that the relationship model is not trained with the data sent to the Large Language Model (LLM). It is a safe and responsible use of AI.
The assistant will evolve to become an agent.
AI, allied of clients and professionals
The application of artificial intelligence has a positive impact on the day -to -day life of customers and employees, since it allows to expedite many of the routine tasks and focus human contribution on the generation of value.
Caixabank is a pioneer in the use of artificial intelligence applied to financial services in Spain, with a long experience of application of this technology in different applications and use cases, such as the first cognitive assistants developed in the Spanish financial sector to serve employees and customers.
The generative AI is one more step, with a much higher reach and immense potential to improve aspects such as productivity, communication with the client or programming. Caixabank counts a transverse and exclusive dedication equipment, made up of more than 100 people, to analyze and deploy generative artificial intelligence in specific areas of processes, both internal and customers.
