CaixaBank has taken a decisive step in the field of generative artificial intelligence (AI) with the launch of the second phase of its ambitious GalaxIA Project. This new stage, which expands the successful GenIAl program, aims to scale and deploy innovative use cases throughout the organization, with the purpose of optimizing the experience of customers and employees, and improving the operational efficiency of the group.
From GenIAl to GalaxIA: An Evolving Project
The GalaxIA Project builds on the achievements of GenIAl, which proved to be a resounding success in its first six months. GenIAl allowed for the implementation and deployment of several use cases in production, strengthened internal knowledge about generative AI, and identified the costs associated with these solutions. With an already established technological infrastructure, GalaxIA seeks to consolidate these advances and explore new opportunities for the application of AI.
Use Cases and Benefits
The first five use cases that will be scaled in this phase include:
– Cognitive Assistant for Employees: Improvement in information search and response with a more natural language, optimizing time and efficiency at work.
– Conversations on the Wall with Customers: Improvement in the quality and quantity of messages responded to by managers, increasing interaction with customers.
– Code Generation: Streamlining programming, documentation, and testing times, optimizing the development lifecycle and the developers’ experience.
– Contact Center Assistant: Provides contextualized information and assistance in specific tasks, such as blocking cards, improving customer support.
– Management of Customer Service Complaints (SAC): Identification and classification of cases, and support in the operational management of complaints.
In addition, GalaxIA will explore new use cases, both for immediate and medium to long-term returns, such as the mortgage process, to significantly transform operations and customer relationships.
A Dedicated Team and an Advanced Platform
The project has a cross-functional team of over 100 specialists in AI, security, cloud, business, user experience, and more, who will collaborate to implement and scale generative AI solutions. The new technological platform developed will provide a solid, secure, and reliable foundation for the production and expansion of these use cases throughout the organization.
Future Vision and Ethics in AI
CaixaBank sees generative AI as a key tool for managing routine tasks and enabling employees to focus on higher value-added tasks, thereby enhancing customer service. The entity also emphasizes the importance of ethics in artificial intelligence, addressing the need for fair, transparent, and responsible applications, and exploring the use of explainable AI to enhance fraud detection and prevent biases.
With the launch of GalaxIA, CaixaBank reaffirms its commitment to technological innovation and its role as a leader in the digital transformation of the financial sector in Europe. The evolution of generative AI promises substantial changes in how the entity interacts with its customers and in the efficiency of its internal processes.