Another banking chatbot success story

CaixaBank's virtual assistant has generated impressive numbers so far...

Image by Mohamed Hassan from Pixabay (with added grey filter)

Spain’s Caixabank (the country’s third-largest lender by market value) today communicated several metrics related to its AI-based virtual assistant.

Here are some key points:

• It now serves over 4 million users and answers 50,000 inquiries per day via the CaixaBankNow digital platforms, which include a mobile app, website, and smart speakers’ integrations. Those numbers represent roughly one third of the customer base.

• The assistant interacts with consumers in plain language, assisting them with simple activities such as blocking a card or sending money through the Spanish mobile payment solution Bizum. It can interpret and respond to over 1500 inquiries in various languages.

• The chatbot can also answer queries from CaixaBank staff on internal policies, legislation and technology matters.

This announcement may not be as spectacular as Bank of America’s 1 billion client/chabot interactions milestone earlier this year, but it’s still an impressive success story.