CaixaBank is teaming up with Salesforce to revolutionize how it delivers banking services, leveraging artificial intelligence to enhance both customer and employee experiences. Under a newly signed agreement—their second strategic partnership—CaixaBank will integrate Salesforce technologies into its customer service platforms, streamlining processes and improving personalization.
Key to this transformation is the deployment of Agentforce, AI-powered assistants designed to support CaixaBank’s staff and clientele. These intelligent agents operate across various touchpoints, including the bank’s mobile app, web platform, physical branches, and call centers. By analyzing vast amounts of data in real time, the agents can quickly respond to customer inquiries and help employees focus on high-value tasks, such as tailored financial advice.
Real-time data, smarter decisions
CaixaBank is also implementing Salesforce Data Cloud, a solution that facilitates secure, real-time access to data across the organization. This will allow employees to instantly retrieve key customer information, accelerating decision-making and improving service quality.
A standout use case already in action is a remote contracting support assistant developed using Salesforce’s native AI tools. Designed for a team of over 300 managers, the assistant helps customers navigate product contracting via digital channels. Activated through a “Need Help?” button, it provides instant support by offering detailed customer insights, product comparisons, and interactive chat assistance.
Notably, Salesforce ensures secure data handling, with information encrypted and not used to train large language models, preserving customer privacy.
Looking ahead, CaixaBank plans to evolve this assistant into a proactive Agentforce-powered AI that can suggest personalized products, schedule meetings, and follow up on promotions—ushering in a new era of intelligent, human-centered digital banking.
