CaixaBank has embarked on the second phase of its generative artificial intelligence (AI) initiative, aimed at scaling successful use cases and integrating them across the organization. This new phase, named the GalaxIA Project, seeks to enhance both customer and employee experiences while boosting productivity and efficiency. By leveraging AI, CaixaBank aims to allow its professionals to focus on higher-value projects.
The GalaxIA Project builds on the groundwork laid by GenIAl, a year-long initiative focused on exploring generative AI’s potential. GenIAl evaluated how AI could drive digital innovation and streamline processes across various business lines. It underscored the necessity of centralized governance to manage ongoing technological advancements and their broad impact on business operations.
The initial phase of GenIAl proved successful, surpassing expectations by implementing and deploying selected use cases within deadlines, strengthening internal AI capabilities, identifying associated costs, and establishing a framework for future progress and scaling.
Developed Use Cases and New Projects
The first five generative AI use cases now being scaled include:
- Cognitive Assistant for Employees: Enhances search functions and provides direct, conversational responses, improving efficiency and saving reading time.
- Wall Conversations: Enhances communication between employees and customers, increasing the volume and quality of daily messages handled by managers.
- Code Generation: Streamlines programming, documentation, and testing, improving project lifecycle efficiency and developer experience.
- Contact Centre Assistant: Offers agents more contextual customer information and supports specific tasks like card blocking.
- Customer Service Management (CSM) Claims: Identifies, classifies, and assists with managing claims, supporting specialized teams in operational tasks.
In this second phase, CaixaBank will analyze and develop new use cases, focusing on projects that deliver immediate improvements in quality and processing times, as well as strategic initiatives that could transform complex business processes, such as the mortgage application process.
Exploring Generative AI Potential
GalaxIA represents a broader vision for generative AI’s potential, incorporating new environments for experimentation with various partners. The project aims to accelerate CaixaBank’s AI efforts and stay ahead of rapid technological changes. A team of over 100 experts, including AI specialists, security professionals, cloud and business analysts, user experience designers, developers, data scientists, and architects from CaixaBank and its tech subsidiary, CaixaBank Tech, is leading this initiative. The Portuguese bank BPI, VidaCaixa, and CaixaBank Payments and Consumer are also involved.
The project includes the development of a robust, secure technological platform to facilitate real-world application and scaling of generative AI throughout the organization.
CaixaBank envisions generative AI as a key tool for supporting management and routine tasks, allowing employees to focus on high-value activities and enhancing customer service. The bank anticipates that generative AI will soon be widely adopted, bringing significant changes to customer interactions and internal operations.
Ethical considerations are central to CaixaBank’s approach to AI. The bank is committed to ensuring its AI applications are fair, transparent, and responsible, exploring explainable AI to improve fraud detection and mitigate bias and discrimination.
