Barcelona – CaixaBank, Spain’s leading digital bank, has deepened its collaboration with Salesforce to redefine customer experience through AI-driven personalization and data intelligence. The partnership will integrate Salesforce’s Agentforce AI assistants and Data Cloud solutions into CaixaBank’s operations, enhancing efficiency, decision-making, and customer engagement.
Transforming Banking with AI Assistants and Real-Time Data
Under the agreement, CaixaBank will deploy Salesforce’s Agentforce—a suite of AI-powered virtual assistants designed to:
- Enhance customer service across apps, chatbots, branches, and call centers
- Support employees by automating repetitive tasks, freeing them for high-value advisory roles
- Proactively identify opportunities, such as personalized product recommendations or appointment scheduling
Additionally, Salesforce Data Cloud will enable real-time data unification, ensuring secure, instant access to customer insights for hyper-personalized interactions.
Use Case: AI-Powered Remote Contracting Assistant
A flagship implementation is CaixaBank’s Remote Contracting Support Assistant, which leverages generative AI to:
- Reduce response times to under two minutes for customers requesting help via app or web
- Equip sales teams with instant insights (e.g., customer profiles, product comparisons, eligibility checks)
- Ensure data privacy by keeping sensitive information encrypted and isolated from LLM training
The assistant will soon evolve into an Agentforce AI agent, autonomously suggesting products, scheduling follow-ups, and promoting tailored offers.
Why This Matters
- For Customers: Faster, smarter, and more secure banking experiences.
- For Employees: AI handles routine tasks, allowing staff to focus on personalized financial guidance.
- For CaixaBank: Strengthens its position as Spain’s most innovative bank, with 12 million digital customers and global accolades like:
- Best Bank in Spain 2024 (Global Finance)
- Best Digital Bank in Spain 2024
- Best Bank in ESG in Spain 2024
CaixaBank’s AI Leadership
With 100+ dedicated AI specialists, CaixaBank is a pioneer in generative AI for finance, already deploying cognitive assistants and now scaling transformative use cases.
Looking Ahead: The partnership will expand Salesforce’s role as CaixaBank’s centralized platform for sales and service, with further AI integrations underway.
Key Takeaways:
🔹 Agentforce AI automates service and empowers advisors.
🔹 Data Cloud unlocks real-time, secure customer insights.
🔹 Remote Contracting Assistant cuts wait times to <2 minutes.
🔹 CaixaBank cements its status as Spain’s top digital bank.
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