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Title
CaixaBank unifies customer data with Salesforce Data 360 and Agentforce to cut support response time
…ig win. CaixaBank saw how slow it was to build AI tools using other platforms — building intelligent document processing on another platform took three or four months in a previous effort, but only took half an hour with Prompt Builder. Because Agentforce is built into the same system their teams already use, deplo…
Description
CaixaBank, Spain's leading bank with over 20 million customers, deployed Agentforce and Data 360 on the Salesforce Platform to unify customer profiles, product data and interaction history across channels for its more than 38,000 employees. On its remote support team of 300+ employees, Agentforce streamlines call preparation with on-demand insights so managers can connect customers with a manager within two minutes, and intelligent document processing that previously took three to four months to build on another platform took about half an hour to build with Salesforce's Prompt Builder.
CaixaBank is Spain's leading bank, with more than 20 million customers
Over 38,000 employees — 93% of CaixaBank's workforce — use Salesforce
…tomer clicks the "Can we help you?" button found in the app and on the website, CaixaBank is committed to connecting that customer with a manager in two minutes or less. Agentforce helps managers by streamlining call prep with on-demand insights and…
Company
CaixaBank
CaixaBank is Spain's leading bank, with more than 20 million customers and a strong commitment to financial inclusion and sustainable development.
Country
Spain
CaixaBank is Spain's leading bank
Region
Europe
CaixaBank is Spain's leading bank
Industry
Financial Services
CaixaBank is a pillar of Spain's financial industry.
Problem
CaixaBank's high traffic and vast product catalog of more than 100 products create complexity for front-line teams; the bank needed a way to unify customer profiles, product data, and interaction history across Salesforce and external systems so every team could deliver fast, accurate support no matter the channel.
…cessary to meet diverse customer needs, create complexity for front-line teams. CaixaBank needed a way to unify their customer profiles, product data, and interaction history across Salesforce and external systems. With a single, trusted view, they knew every team would have what they needed t…
Solution
CaixaBank is implementing customer service assistants built on Agentforce as a "super assistant" for human agents, streamlining call prep with on-demand insights and instant answers during calls; Data 360 unifies customer interaction history, browsing behavior and transaction records across systems using zero-copy architecture; Agentforce Financial Services gives relationship managers a real-time customer view, and Agentforce Marketing and, in future, Agentforce Commerce extend the same unified data to marketing campaigns and bundled product sales.
We see Agentforce as a super assistant for our human agents," said Rubén Morín
This unified view brings together customer interaction history on the website and the app, as well as the browsing behavior and transaction records from the bank's systems. With Salesforce's zero-copy architecture, CaixaBank can mirror data across their systems into Data 360
Business value
Thanks to Data 360, CaixaBank's teams have become more efficient and more productive, and building intelligent document processing that took three or four months on another platform took only about half an hour with Salesforce's Prompt Builder; over 38,000 employees, 93% of CaixaBank's workforce, now use Salesforce to deliver service across call centers, retail banking, corporate and investment banking, and back-office operations.
Thanks to Data 360, we have become more efficient and more productive," said Morín.
…ig win. CaixaBank saw how slow it was to build AI tools using other platforms — building intelligent document processing on another platform took three or four months in a previous effort, but only took half an hour with Prompt Builder. Because Agentforce is built into the same system their teams already use, deplo…
AI capabilities
Agentic AI, Document Intelligence, Conversational AI
…is committed to connecting that customer with a manager in two minutes or less. Agentforce helps managers by streamlining call prep with on-demand insights and providing instant answers to their questions during the call, boosting productivity. Soon, this digital assistant will evolve into an autono…
Technology
Agentforce, Salesforce Data 360, Prompt Builder
…ers and a strong commitment to financial inclusion and sustainable development. Salesforce products used Agentforce Data 360 Commerce Cloud Financial Services Cloud Marketing Cloud The Challenge for CaixaBank A mission to contribute to the financial wellbeing…
Deployment model
cloud
…stitching together separate systems, Salesforce offers everything in one place. With Agentforce and Data 360 running inside their existing setup, CaixaBank could move fast and tap into years of trusted customer data. “The power is in the combination w…
Deployment options
cloud
…stitching together separate systems, Salesforce offers everything in one place. With Agentforce and Data 360 running inside their existing setup, CaixaBank could move fast and tap into years of trusted customer data. “The power is in the combination w…
Headline outcome
…ig win. CaixaBank saw how slow it was to build AI tools using other platforms — building intelligent document processing on another platform took three or four months in a previous effort, but only took half an hour with Prompt Builder. Because Agentforce is built into the same system their teams already use, deplo…
Use case type
Conversational assistant
…s implementing customer service assistants built with the Salesforce Platform. “We see Agentforce as a super assistant for our human agents,” said Rubén Morín, CaixaBank’s Salesforce Center of Excellence Director. For e…
Business functions
Customer Service & Support, Marketing
…Rubén Morín, CaixaBank’s Salesforce Center of Excellence Director. For example, one use case supports more than 300 employees on the remote support team. When a customer clicks the "Can we help you?" button found in the app and on t…
