In the most recent Digital Talks session, we analysed the impact that generative artificial intelligence is having—and will continue to have—on the financial sector and the business world. This is a subject that not only shapes the technological agenda but also redefines how companies must adapt in order to remain competitive.
The pace at which technology evolves is staggering: every two to three months, new versions of AI tools emerge, many of them with substantial improvements. Given this rapid development, the question is no longer whether to adopt AI, but how to do so strategically.
How should the adoption of new technologies be approached?
At Sabadell Digital, it is clear to us that the goal is not to implement every innovation as soon as it appears, but rather to assess critically its applicability to real use cases, always in alignment with business objectives.
As mentioned during the discussion, “we must avoid rushing and trying to use every technology the moment it is released to the market.” (Rüdiger Schmidt, CTO at Banco Sabadell). The key is to prioritise solutions that provide tangible value, while avoiding the rush to adopt new technologies without a clear plan.
This approach allows us to use AI effectively, without compromising the quality of our services or the sustainability of our operations.
Generative AI: balancing efficiency and customer experience
A central theme of the discussion was the dual impact of generative artificial intelligence on organisations: enhancing operational efficiency and transforming the customer experience.
In terms of efficiency, generative AI enables the automation of tasks that previously required human intervention:
- Analysis and filtering of documents.
- Automatic generation of reports and new content.
- Real-time translation of information.
- Optimisation of internal processes.
These advances not only help to reduce costs and execution times but also allow human talent to focus on activities with greater added value.
However, efficiency alone is not sufficient to differentiate us in a market where all companies are moving in the same direction. The true competitive advantage lies in how AI is used to improve customer relationships.
We are implementing virtual assistant systems with advanced cognitive capabilities, able to understand user needs more effectively, anticipate their questions and provide a much more personalised, agile and human experience.
Data: the fuel that powers AI
Another crucial issue we addressed is the importance of data. As highlighted during the discussion: “Data is the fuel of AI.” (Rüdiger Schmidt, CTO at Banco Sabadell).
It is not enough to have large volumes of information: the data must be structured, clean and ready to be used in AI algorithms. This leads us to work under the concept of AI Ready Data, so that all our systems are optimised to make the most of generative AI.
At Sabadell Digital, we have been preparing our data repositories for this moment for years. We are aware that a solid data strategy is the foundation upon which any successful AI project is built.
Opportunities and risks: a necessary balance
Generative artificial intelligence opens up a world of opportunities, but it also presents challenges that must not be overlooked. Among the main risks are:
- Biases in algorithms that may result in unfair decisions.
- Uncontrolled automation, which can lead to unexpected outcomes if boundaries and objectives are not clearly defined.
- Misuse of the technology, including its use in fraud or cyberattacks.
The recent approval of the EU AI Act is an important step in establishing a regulatory framework that ensures the ethical, safe and responsible use of AI. As was reiterated during Digital Talks, no matter how intelligent AI may seem, it remains a machine without consciousness, and it is up to human beings to define the rules and set the boundaries.
At Sabadell Digital, we are committed to an AI that combines innovation and ethics, developing solutions that respect core values such as transparency, fairness and accountability.
Ready to lead the future
We are confident that Sabadell Digital is prepared to lead this new era. We have:
- Structured, AI-ready data.
- Technology adoption strategies based on real use cases.
- Solutions that combine operational efficiency with personalised customer service.
- An ethical and regulated approach to the use of technology.
Generative artificial intelligence is not only the future; it is the present. At Sabadell Digital, we are ready to make full use of its potential. We aim to help transform the financial sector and offer our customers faster, more personalised and more secure services.
Do not miss future entries in Digital Talks to discover how technology continues to shape the future of business.
