SpainFinance and insurance2023 – ongoingCaixaBank
GalaxIA employee and customer-service assistants
CaixaBank assigned more than 100 specialists to expand deployed generative AI applications through GalaxIA
Problem
Employees needed faster access to internal information. Customer-service teams also needed help responding to messages and handling complaints.
Approach
CaixaBank developed and deployed applications through its GenIAl program before launching GalaxIA in August 2024. The expansion covered employee search and customer-service assistance, alongside code generation. A central team coordinated deployment across the group.
Results
Takeaway
The bank tested applications with end users before expanding them across subsidiaries. It reported operational improvements without publishing numerical productivity gains.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge managementCustomer serviceIT and R&D
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
CaixaBank described applications already deployed under GenIAl and their planned expansion through GalaxIA. It identified more than 100 specialists working on the program and described qualitative improvements in employee and service tasks.
Full details are in the original sources.
