- Second Phase of GenAI Initiative: CaixaBank is launching the second phase of its generative AI project, named GalaxIA, to further integrate AI across its operations and accelerate ongoing GenAI projects.
- Focus Areas: The GalaxIA project aims to enhance both short-term improvements in customer service and strategic, long-term changes in complex business processes, such as the mortgage process.
- Expert Involvement: Over 100 experts from various fields, including AI, user experience, security, cloud, and business, are involved in this initiative. Contributors include teams from CaixaBank, CaixaBank Tech, and subsidiaries like BPI, VidaCaixa, and CaixaBank Payments and Consumer.
- Building on Previous Success: GalaxIA builds on the bank’s earlier GenIAl project, which exceeded expectations by deepening internal AI expertise and establishing a strong technological foundation for future innovations.
- Use Cases: The initial AI use cases to be expanded include the bank’s contact centre assistant, customer service complaint management, customer interactions, code generation, and an employee assistant.
- Explainable AI for Fraud Detection: CaixaBank is also exploring the use of explainable AI to improve fraud detection systems, aiming to prevent bias and discrimination.
- Headquarters: CaixaBank is headquartered in Valencia, Spain
