CaixaBank has put together a multi-disciplinary team of over 100 people to explore the use of generative artificial intelligence (GenAI) for internal and customer-related processes.

The team, which will be from different departments based in Barcelona and Madrid, will look at potential use cases for the technology to streamline its processes and improve experiences for both customers and employees.

The Valencia-based bank is using its existing partnership with Microsoft, launched in 2014, to gain access to AI models which are currently in testing phase and not yet available to the wider market

It added that a series of working groups have been created within the framework of GenAl to develop real use cases with a focus on employee experience. Following positive results, it expects to roll out this GenAI technology across the entire Group throughout next year.

Other initiatives the team is working on relate to streamlining customer service through digital channels and risk analysis tools to support the bank’s employees. Meanwhile, the bank is also working on several additional projects, including generating code, preparing tests, and drafting documents.

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