2024-08-13 22:01:24
The first major incursion of CaixaBank in the field of artificial intelligence (IA) concluded with “success” and “highest expectations”, so the company has decided to set up a small insurance on this land, and – what is most important as it is the second largest bank in Spain – work on making it grow. The bank will deploy technology solutions across the group that have been testing over the past year within the framework of the GenIAI project.which means putting 100 team members working exclusively on it. They call this the second stage GalaxIA project y It means, among other things, that artificial intelligence prevents some customer service activities..
Specifically, the first five use cases that will be implemented are a an internal intelligence assistant to make it easier to find information in the systemwe had The communication enhancement system is what they call the Wall between the manager and the customera tool to program new technical solutions in a very simple wayother contact center assistant whose purpose is for the professional to have more information about the problem of the client who comes to him (especially when it comes to cases that combine previous procedures or that require a lot of power, such as card blocking) and the end solution to more quickly manage complaints to Customer Service. “To identify and differentiate issues, and assist specialized teams in managing their work,” the article added.
“The aim of this project is to improve the experience of customers and employees and increase efficiency and effectiveness, because professionals will be able to devote more time to work with added value,” Caixabank justifies .
The company “accepts that In the coming years the evolution of AI will be widely accepted by society and therefore it will mean major changes in the way in which the entity relates to its customers and in how the internal operations and operations of the Group will change,” he added.
New solutions
In fact, although the central part of this plan is to deploy large-scale solutions that have been tested on a small scale for months, The idea is that this working group continues to research new possible solutions. They talk about small initiatives with “immediate returns”, but large programs that “significantly change the way of working in certain areas and complex business processes.” For example, the whole process involves giving (or not) a mortgage.
“GlaxIA will serve as an environment for the acceleration of AI projects of the CaixaBank Group and will be an active radar to detect their evolution in an ever-changing ecosystem that requires rapid innovation processes,” the article explains. The group will be made up of hundreds of people already selected in the pilot phase, who are employees of CaixaBank and CaixaBank Tech, but also of BPI, the group’s Portuguese subsidiary..
#CaixaBank #artificial #intelligence #customer #service #activities