Spanish lender CaixaBank has formalised a new collaboration with Salesforce to deploy artificial intelligence technologies across its digital banking operations.
The agreement marks the second partnership between the two companies and will see CaixaBank expand its use of Salesforce platforms to automate internal processes and refine customer service interactions.
Under the terms of the collaboration, CaixaBank will implement a range of artificial intelligence (AI)-driven tools including Agentforce, a suite of integrated virtual assistants hosted on the Salesforce platform.
These tools are designed to support both employees and customers by automating information delivery and enabling faster response times across various customer touchpoints, such as mobile applications, chatbots, branch offices and call centres.
The AI agents embedded in Agentforce are configured to process high volumes of data in real time, improving the efficiency of task execution while allowing bank staff to prioritise high-value tasks such as personalised financial advisory.
These agents operate continuously and are programmed to respond proactively when opportunities arise, such as recommending products, booking appointments, or notifying customers about promotional offers.
Salesforce’s Data Cloud will also be deployed to manage and analyse the bank’s data ecosystem. This tool will enable secure, real-time access to customer data, supporting faster query resolution and enhanced personalisation of services.
In addition to operational automation, CaixaBank will now use Salesforce as the primary platform to consolidate sales and customer service functions, creating a unified system for interaction management. This consolidation is expected to improve the coordination of internal teams and enhance service continuity across physical and digital channels.
One of the key projects launched through the partnership is a remote contracting assistant that leverages generative AI to support over 300 CaixaBank employees. Developed using Salesforce’s native AI capabilities by CaixaBank Tech, the assistant helps reduce customer interaction times and facilitates digital product contracting through the bank’s website and mobile app.
Customers accessing support via the “Need Help?” feature are contacted by a bank representative within two minutes. During this window and throughout the conversation, the assistant supplies data such as the customer’s product interests, account history, and relevant financial comparisons.
Information is transmitted securely, and Salesforce has confirmed that its AI models do not train on sensitive customer data, ensuring privacy standards are maintained.
CaixaBank has stated that this assistant will transition into a proactive AI agent using Agentforce technology. Once deployed, the agent will be capable of autonomously identifying customer needs and initiating relevant interactions.
According to the bank, the broader objective of applying AI is to increase operational efficiency while enabling employees to focus on more complex, value-added functions. CaixaBank already has a track record of integrating AI in customer-facing services, including the launch of some of the first cognitive assistants in Spain’s financial sector.
With over 100 employees currently dedicated to generative AI deployment, CaixaBank is said to be developing AI use cases across both front-office and back-office systems. Areas of focus include programming automation, customer communication, and productivity enhancement.
