CaixaBank Accelerates Gen AI Deployment with GalaxIA Project
CaixaBank, one of Spain's leading financial institutions, has launched the second phase of its ambitious generative artificial intelligence (AI) initiative, dubbed GalaxIA.
This project aims to scale up and implement AI use cases across the entire banking group, building upon the success of its predecessor, GenIAl.
The GalaxIA project brings together a cross-functional team of over 100 experts specialising in AI, security, cloud computing, business strategy, user experience, development, data science and architecture.
CaixaBank: Gen AI mass adoption
This group, drawn from various departments within CaixaBank and its technology subsidiary CaixaBank Tech, will spearhead the bank's efforts to leverage generative AI.
Luis Javier Blas Agüeros, CIO at CaixaBank, comments on the project's objectives: “Our vision is to leverage generative AI's high potential to support management and routine tasks, providing our employees with more information and time to focus on higher value-added activities, ultimately offering our customers an enhanced service experience.”
The first phase of the project, GenIAl, exceeded expectations by successfully implementing and deploying selected use cases to end-users within the set timeframes. It also strengthened internal capabilities and knowledge of generative AI while identifying the real costs associated with these solutions.
- Employee Assistant: An improved cognitive assistant that enhances search capabilities and provides more direct, colloquial responses.
- Wall Conversations: Enhanced quality and increased volume of daily customer-manager interactions.
- Code Generation: Streamlined programming, documentation, and testing processes for more efficient project lifecycles.
- Contact Centre Assistant: Provides agents with contextual customer information and assists with specific tasks like card blocking.
- Customer Service Management: Identifies and classifies cases, supporting specialised teams in operational management.
Gonzalo Gortázar, CEO of CaixaBank, emphasises the strategic importance of the project: “GalaxIA will act as an accelerator for our generative AI projects and serve as an active radar to detect new developments in this rapidly evolving ecosystem. We're committed to swift adaptation processes to stay at the forefront of technological innovation in banking.”
Scaling Gen AI for the future
The bank has designed a new technological platform to enable the production and scaling of these use cases throughout the organisation. This platform prioritises security, reliability and robustness to support the widespread adoption of generative AI across CaixaBank's operations.
Looking ahead, CaixaBank plans to analyse and develop new use cases as part of GalaxIA. The focus will be on projects with immediate returns that improve customer experience and processing times, as well as medium and long-term strategic visions that could substantially alter complex business processes, such as the mortgage application journey.
The bank's commitment to ethical AI remains at its strategic core. A multidisciplinary approach is being taken to ensure that AI applications are fair, transparent and responsible. CaixaBank is exploring the use of explainable AI to enhance fraud detection systems while avoiding unwanted bias and discrimination.
Jordi Gual, Chairman of CaixaBank, concludes: “We believe that the developments in generative AI will be widely adopted by society in the coming years. This will entail substantial changes in how we relate to our customers and transform our internal activities. With GalaxIA, we're not just adapting to this change – we're driving it.”
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