Chatbot and senior help
The increase in the use of the chatbot as a query channel is parallel to the reinforcement of attention through all communication channels with customers. In this way, CaixaBank’s call center has also been strengthened through processes to enhance customer service. Specifically, in its commitment to the senior group, the entity has put into practice several initiatives, among which is the reinforcement of the channels remote senior customer service.
Application of Artificial Intelligence
CaixaBank has been chosen in 2022 and 2021 as the ‘Best Private Banking Entity in Europe for its use of Data Analysis and Artificial Intelligence’ and ‘Best Private Banking Entity in Europe for its Digital Marketing and Communication 2022’, for PWM magazine (Financial Times Group).
CaixaBank’s ‘chatbot’ already converses with one in three digital banking customers
In addition, the entity’s virtual assistant has been recognized at the Planeta Chatbot Awards 2022 as ‘Best Spanish-speaking corporate conversational Chatbot’, and also at the Qorus-Accenture Banking Innovation Awards in June 2022 as ‘Best Innovation Project in the category of Artificial Intelligence’.
Leader in innovation
With more than 11 million users of its digital banking, the entity works every day to develop new models that allow it to respond to the demands and needs of its customers. In this digitization process, the entity has its own technological subsidiary, CaixaBank Tech, as well as multidisciplinary teams that bring innovation to all areas of the organization. Based on this, CaixaBank has promoted various projects based on blockchain, quantum computing, artificial intelligence, big data, cloud computing…, among others.