CaixaBank has 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.

The project, which was initially available for card-related transactions, has been extended to 200,000 customers.

The AI agent is part of CaixaBank's commitment to the application of generative AI included in its 2025-2027 Strategic Plan.

The main pillars of its technological strategy over the next few years include increasing the agility and commercial capacity of its business units; developing new services thanks to cutting-edge capabilities and simplifying processes; promoting operational excellence by improving efficiency; and strengthening and evolving the current technological platform with the highest standards of resilience and security.

The bank, which currently has 12.2 million digital customers, added that it is in the process of revamping other aspects of its app to improve the user experience.

Changes include modernising the design and simplifying operations to make it easier for customers to manage their finances.

CaixaBank said it believes genAI will be widely adopted by the company in the future, transforming business operations and customer service.

In June, the bank announced the launch of Apple’s Tap to Pay on iPhone, enabling businesses in Spain to accept in-person payments seamlessly and securely using only an iPhone, with no additional hardware or payment terminal required.

---