Virtual Assistant for CaixaBank, S.A. - Use Case

Virtual Assistant for CaixaBank, S.A. - Use Case

Summary

Financial institutions are embracing artificial intelligence (AI) technologies like machine learning, natural language processing (NLP), chatbots, voice recognition, and predictive analytics as part of key strategies to drive operational efficiency, enhance infrastructure security, and drive customer engagement. They leverage AI technologies in various ways, such as performing repetitive tasks like data analysis and automated reporting in portfolio management, performing credit risk analysis when making lending decisions, predicting future outcomes based on historical data analysis of similar factors, identifying cybersecurity risks, implementing facial or voice recognition technology for secure customer access, and facilitating the quick resolution of customer queries through chatbots.

CaixaBank, the Spanish financial institution, has also been implementing AI-based solutions both independently and in partnership with companies like IBM, Fujitsu, and FacePhi to enable its employees to provide personalized customer care, deliver secure banking services through voice recognition and facial recognition technology, and enhance consultancy services for its business clients providing foreign trade services.

This report attempts to study CaixaBank's implementation of AI-powered virtual assistant chatbots for its employees to deliver quick and personalized customer support. The research study identifies the main challenges faced by CaixaBank with traditional customer care procedures and highlights the solution deployed, solution deployment process, implementation challenges, and benefits and outcomes post-deployment.

Scope

• CaixaBank collaborated with IBM to enable its employees to resolve customer queries using the large volume of information analyzed and stored through IBM Watson Discovery and IBM Watson Assistant.
• IBM Watson's Discovery and Assistant is a perpetual learning system that enables CaixaBank to provide personalized solutions to customers on issues related to banking products, technology, legislation, internal regulations, and human resources, etc.

Reasons to Buy

• Gain insights into CaixaBank's implementation of the IBM Watson platform.
• Gain insights into the major challenges for CaixaBank.
• Gain insights into the solution deployment.
• Gain insights into the key benefits achieved by CaixaBank.