CaixaBank and Salesforce collaborate to personalise customer skills in banking services and products thru AI

WEBWIRE – Tuesday, April 8, 2025

• The entity will implement superior technological choices that would possibly maybe streamline work processes and offer customers increased quality and better adaptation to their wants.

• The initiative involves tools akin to Agentforce AI brokers and Recordsdata Cloud choices for recordsdata period and diagnosis.

CaixaBank and Salesforce, a number one firm in Buyer Relationship Management (CRM) technology choices, have signed an settlement to jointly arrive artificial intelligence projects for the digital transformation of banking services and products. Below this strategic settlement, the 2d the entity has signed with the firm, CaixaBank will apply Salesforce technology in redefining its assorted customer relationship channels to make stronger skills and repair quality.

The mission involves AI-based entirely tools akin to Agentforce, the integrated assistants on the Salesforce platform, choices respect Salesforce Recordsdata Cloud for recordsdata management and diagnosis and can proceed deploying assorted choices within Salesforce.

Agentforce is an modern solution that enables the agile deployment of AI brokers designed to give specialised assistance to both CaixaBank workers and customers. These brokers operate proactively and consistently, processing gorgeous volumes of recordsdata snappy to optimise decision-making and make stronger job execution efficiency. From the entitys apps to chatbots, physical locations of work, and call centres, Agentforce enables like a flash and just responses to customer inquiries. In parallel, the entitys workers can depend on this toughen to decrease the workload of repetitive duties and heart of attention on extra advanced and mark-added duties akin to personalised advice, among assorted functions.

The implementation of Recordsdata Cloud, Salesforces solution for cloud recordsdata management and diagnosis, will region up the transmission of recordsdata produced by the entity so that it’s readily accessible in the present day for any ask. The tips shall be securely and effectively recorded and permit for precise-time session.

Moreover to to the utility of AI choices, underneath the contemporary settlement reached with CaixaBank, Salesforce will role itself because the platform that jointly centralises CaixaBanks sales and serviceinteractions.

Use Case: Distant Contracting Give a rob to Assistant

One in every of basically the most most recent use cases utilized by CaixaBank is a remote contracting toughen assistant that makes use of generative AI to lend a hand managers and customers decrease interplay cases and enhance product contracting thru digital channels (app and web). This assistant, developed by CaixaBank Tech with native AI tools from the Salesforce platform, has been specifically created for a team of over 300 workers who toughen customers in contracting merchandise thru digital channels.

This team is activated thru the “Need Help” button chanced on in the app and on the glean. From the moment the client requests it, a manager is committed to contacting them in decrease than two minutes. Both throughout this preparation time and throughout the call, the sales assistant gives a wealth of recordsdata to the manager to resolve their doubts and reduction in their management.

For example, it gives some recordsdata referring to the client and their relationship with the entity; recordsdata referring to the product they’re in; unhealthy-referencing the product cases with the customers traits; comparison with assorted merchandise of the entity; or an interactive chat the establish aside the manager can ask any originate of ask. All this recordsdata travels encrypted, and Salesforce also ensures that the connection model is no longer trained with the recordsdata sent to the Plentiful Language Model (LLM). It’s miles a stable and responsible use of AI.

The assistant will evolve into an agent (Agentforce) that acts proactively when it detects a probability and, as an instance, can indicate assorted merchandise of ardour to the client, time desk appointments, remind them about ongoing promotions, and a lot others.

AI, an Ally for Potentialities and Specialists

The utility of artificial intelligence has an amazing impact on the day after day lives of customers and workers, as it streamlines many routine duties and focuses human contribution on fee period.

CaixaBank is a pioneer in the usage of artificial intelligence utilized to financial services and products in Spain, with in depth skills in making use of this technology in assorted functions and use cases, akin to offering the first cognitive assistants developed in the Spanish financial sector to back workers and customers.

Generative AI is an additional step, with a critical increased scope and extensive doable to make stronger aspects akin to productiveness, customer conversation, or programming. CaixaBank has a unhealthy-functional and dedicated team of over 100 other folks to analyse and deploy generative AI in specific areas of processes, both internal and customer-going thru.

CaixaBank, a Benchmark in Monetary Sector Innovation

Abilities and innovation are key for CaixaBank. With a really critical digital customer contemptible in the financial sector in Spain, nearly 12 million, the entity is at the forefront of growing contemporary items and systems to meet customer calls for.

On fable of its digital transformation approach, CaixaBank has positioned itself among the worlds most interesting-rated banks for the quality of its digital merchandise and services and products and has acquired a few world recognitions. Among others, it has been named Most interesting Bank in Spain 2024, Most interesting Digital Bank in Spain 2024, and Most interesting Bank in ESG in Spain 2024. Additionally, CaixaBank has also been awarded Most interesting Bank in Western Europe 2024 and Most interesting Bank in Spain 2024 by World Finance The Innovators.

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