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CaixaBank Partners with Salesforce for AI-Driven Customer Service

Salesforce

Business Honor
09 April, 2025

CaixaBank partners with Salesforce to enhance customer service using AI solutions.

CaixaBank signed a strategic deal with Salesforce to revolutionize customer relationship channels through the adoption of sophisticated AI-based tools. The deal is the second of its nature between the two companies and seeks to maximize customer service quality and simplify processes across CaixaBank's platforms, ranging from mobile apps to branch offices.

One of the strongest aspects of this partnership is Agentforce, an AI solution that is set to deploy responsive and specialized AI agents across all customer touch points. Agents process massive quantities of information within a short span of time and deliver real-time, proactive customer and CaixaBank employee support. Agentforce reduces daily work for staff to allow them to concentrate on higher-value, value-generating services like personalized financial advice tailored to each client.

Other than Agentforce, Salesforce Data Cloud is also pivotal in the integration. The cloud product provides straightforward handling of data and real-time analytics, such that customer information becomes immediately available for query and decision-making. Such an approach ensures data security as well as rapid transmission within the platform.

Salesforce technology is behind CaixaBank's innovation Remote Contracting Support Assistant, a generative artificial intelligence-based tool that facilitates managers and customers to save contact time when contracting products through digital touchpoints. Riding the muscle of Salesforce generative AI capabilities, the assistant provides managers with tailored customer data, product comparisons, and so much more in addition to customer interactions.

This strategic implementation of Salesforce cloud and AI capabilities puts CaixaBank at the forefront of artificial intelligence-based banking services in Spain. With over 100 people dedicated solely to AI implementation, CaixaBank is setting new standards for using the latest technology to enhance the experience of its customers and staff within the bank.

The role of Salesforce in this era of digital transformation is pivotal, reflective of its leadership in providing AI-based solutions that maximize customer relationship management and business efficiency.