CaixaBank has announced that it is extending its AI agent system to handle all customer chats via the bank’s website and mobile app.

The AI agent will become the first point of contact for customers who request information about a product, guiding them through the early stages of the onboarding journey.

The Spanish bank estimates that the AI agent will support around 40 financial products and manage an average of 6,000 conversations per month once fully deployed.

The rollout builds on an initial launch in February, when Caixia introduced the AI agent to support customers applying for pre-approved loans. It is now expanding the technology across its wider product set, starting with personal loans and insurance before extending to savings and other financial services within around a month.

Developed using Salesforce’s Agentforce, the AI agent can answer queries, provide contextual information and guide customers up to the final stages of a product application. A human specialist remains involved in completing contracts, while customers can choose to switch to a human advisor at any point during the interaction.

The bank said it plans to integrate the agent across all digital touchpoints within the next few weeks, including chats initiated during application processes or customer service requests.

The bank already uses AI agents internally to assist staff with remote onboarding and advisory services, and continues to invest in automation and digital capabilities.

Last June, CaixaBank launched a genAI-based agent that helps customers explore products in the bank’s app.

Based on Google Cloud’s AI technology, the agent is able to answer product questions, compare available options, and present the most suitable option to users.

The bank said that customers can converse with the AI agent to get more information about specific products before applying for them on the app.

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