Synthèse
While AI opens up new possibilities for transforming customer relationships, it also presents challenges related to regulation, transparency, and trust. For CaixaBank, innovation isn’t just about developing new use cases, but doing so under a governance model that ensures the technology is used responsibly. With that objective, the bank has defined a specific governance framework for these tools, with a corporate-level AI Office and a policy that anchors principles such as transparency and expla
While AI opens up new possibilities for transforming customer relationships, it also presents challenges related to regulation, transparency, and trust. For CaixaBank, innovation isn’t just about developing new use cases, but doing so under a governance model that ensures the technology is used responsibly. With that objective, the bank has defined a specific governance framework for these tools, with a corporate-level AI Office and a policy that anchors principles such as transparency and explainability, data fairness and privacy, robustness and security, and human oversight. This framework, CaixaBank explains, translates into concrete controls throughout the entire AI lifecycle: prior validation of use cases, structured risk assessment before implementation, corporate inventory of systems, subsequent monitoring, and incident management. However, it’s all based on the clear premise that relevant decisions can’t be entirely delegated to AI, so they must maintain human oversight.