CaixaBank Launches AI Agent to Simplify Product Exploration in Mobile Banking
CaixaBank has introduced an AI-powered agent within its mobile banking app to assist customers in exploring and comparing financial products. This tool helps users understand product details, evaluate options, and select the best fit for their individual needs.
Initially focused on card-related transactions, the AI agent is now available to 200,000 customers. Built on Google Cloud, it can answer questions about card features, compare available cards, and recommend the most suitable choice. Users can interact with the bot conversationally to gather additional information before applying for a card directly through the app.
How This Benefits Customer Support Professionals
- Streamlined Queries: The AI handles routine questions about card products, reducing the load on support teams.
- Improved Customer Experience: Customers get quick, clear answers and personalized recommendations without waiting for human assistance.
- Focus on Complex Issues: Support staff can dedicate more time to resolving complex cases rather than basic product inquiries.
This initiative is part of CaixaBank’s €5 billion technology plan over two years, which places generative AI at the core of their operations. A dedicated team of over 100 specialists is focused on deploying AI-driven solutions across internal processes and customer interactions.
The bank is also upgrading its mobile app to simplify frequently used functions, aiming to make banking easier and more intuitive for users.
For customer support professionals interested in how AI can improve service delivery and operational efficiency, learning about generative AI tools and their applications is increasingly valuable. Courses on AI in customer service can provide practical skills to work alongside such technologies.
Explore relevant AI training opportunities here: Complete AI Training – Courses by Job.
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