Artificial Intelligence (AI) is reshaping numerous industries, and the financial sector is no exception. One of the areas where AI is making a particularly strong impact is customer service.
From basic chatbots to advanced AI-driven systems, technology is opening up new opportunities to enhance customer experience, improve efficiency and offer a more personalised service.
Virtual Assistants: Going Beyond FAQs
One of the most promising developments is the use of virtual assistants to provide personalised financial guidance. These assistants, powered by generative AI, can analyse and interpret each customer’s specific needs to offer tailored responses—adjusting even the tone of the conversation to suit the individual.
At Banc Sabadell, we are actively engaged in this transformation, with a clear aim: to deliver the highest quality service to our customers through cutting-edge technology.
Our strategy involves evolving the role of the virtual assistant from a basic FAQ-based tool to a system capable of offering personalised information based on the customer’s own products—driven by generative AI. Here are some examples:
| Type of Assistant | Example Interaction |
| Traditional FAQ | Customer: “I need to find my account number”
Response: “To check the IBAN for any of your accounts…” |
| Generative AI | Customer: “I need to find my account number”
Response: “I see you are looking for your account number. To find the IBAN…” |
| Personalised Assistant | Customer: “I would like to know the limits on my credit card”
Response: “The limits on your card are: Daily: XXXX€, Monthly: YYYY€” |
The Next Step: Intelligent Agents
Our ambition goes further. We are working towards integrating AI agents into our virtual assistant platform—agents capable of understanding context and instructions, and using the necessary tools to carry out transactions requested by the customer. These tasks could range from blocking a card to analysing and categorising past transactions.
Examples of interactions with AI agents:
Customer 1:
“ I want to transfer €1,000 to account XXX.”
Response:
“Let’s proceed with the transfer of €1,000 from your account (IBAN YYY) to the account (IBAN XXX). Does that sound correct?”
Customer 2:
“Can you analyse the salary I have received over the last 12 months, month by month?”
Response:
*“Here is the breakdown of your salary over the past 12 months:
May 2024: €3,200
June 2024: €3,250
[…]
Summary of key findings:
Salary ranged from €3,000 to €3,600
Average monthly salary: €3,450”*
These agents combine contextual understanding, natural language processing and back-office integration to carry out tasks independently and securely.
AI and Customer Service: A New Standard in Banking
We are living through an era of unprecedented transformation, where efficiency, personalisation and operational autonomy are becoming essential.
AI not only improves the customer experience, but also helps free up resources, shorten response times and increase the accuracy of operations.
At Banc Sabadell, we remain committed to staying at the forefront of technology—adapting to our customers’ evolving needs and offering a service that is increasingly intelligent, human-centred and effective.
