We inaugurate in McPro a new format, the TicTalk in which we seek to create a space in which to give voice to large companies that innovate in our country. With a practical approach and focus on real and concrete cases.
To start we have opted for the Artificial intelligence that right now the current technological news. Specifically, we want to know how the banking sector is affecting and changing. However, banking is a sector where trust and closeness are key, which raises important challenges on how to balance automation with human interaction, guarantee data protection and comply with increasingly strict regulations.
For our first tick we have had the participation of Beatriz Tapias, technical leader in the generative Bank of Sabadell; Jose Antonio Herrero, Head of Platform Engineering of ING and Rubén del Camp that have shared their experiences and visions on how generative AI is transforming its operations and the relationship with customers.
Personalization and humanization of the service: How much automate?
The generative AI has allowed to develop more advanced chatbots, virtual assistants and automation tools capable of managing complex consultations. However, in banking, The deal with the client is a critical point in which the idiosyncrasy of each type of client must be considered, reaching the optimal balance between digitalization and human treatment.
In this sense, José Antonio Herrero (ING)stood out as in specific cases it is very difficult for AI, for the moment, has the necessary empathy to know in what cases it is important that a solution be offered. He emphasized that, in certain specific scenarios, it is extremely complicated that artificial intelligence, in its current state, possesses the necessary empathy to discern when it is crucial to provide a solution to the client.
This lack of empathy can be a significant obstacle in the implementation of solutions based on AI, especially in areas where human interaction and emotional understanding are fundamental for satisfactory experience. He had a specific case in which a client entered requesting a loan for inviter fertilization treatment, in other banks they had rejected it, but that Ing office promised to find a solution, raised the case and recorded a loan. At the time the client arrived at the office with her baby, grateful for having achieved the loan. This is a specific type of case that, for now, an artificial intelligence cannot come to understand.
From Sabadell Bank, Beatriz Tapias He highlighted the importance of not making the service of the “decision trees” depending on the users. Instead, the entity has implemented Voicebots to classify consultations and derive them to the appropriate advisors. «When a customer calls, it’s because he really needs to talk to a person«, Said Tapias, emphasizing that Banco Sabadell bets on a combination of virtual assistants for fast responses and human agents for complex needs.
Rubén del Campo (Nationale-Nederlanden) He stressed that customization is key in banking experience and that not all customers want to digitize their relationship with the entity. «We don’t want to leave anyone behind. Therefore, we adapt the communication according to the user’s needs and make sure that the channel is adequate for each perficionL », he explained.
TRANSFORMAN CASES: IA applied to customer efficiency and experience
In terms of implementation, entities have advanced in the integration of generative AI on multiple fronts. From INGJose Antonio Herrero commented that they are exploring the hyperpersonalization of services through AI and developing feeling analysis projects in customer communication. «We cannot always group all consultations in predefined categories, so we are working on generative AI models that analyze messages and adapt the tone of response to the brand identity“He explained.
In Sabadell BankContact Center agents already have generative AI tools that allow them to consult real -time documentation to respond more accurately and quickly. «We are collecting information from all previous interactions and extracting information to generate qualitative answers and improve attention«Beatriz Tapias said.
Nationale-Nederlanden, For its part, it has deployed AI models in call centers to summarize interactions and generate detailed histories of customers, optimizing the continuity of the service. In addition, they work in documentary validation for freelancers and in the advanced detection of fraud through predictive.
Safety and data management: risks and opportunities
The integration of generative AI in the banking sector raises important challenges in cybersecurity and data protection. To mitigate these risks, Sabadell Bank It has implemented rigorous security protocols and holds periodic meetings with its cybersecurity equipment to evaluate and address possible vulnerabilities. Beatriz Tapias He pointed out that precisely the banking sector has been working with sensitive data of customers for many years, and that there are already very exahautive cybersecurity protocols that have adapted to the use of AI. “We have a very thorough control of who will use the data. All what we work with are anonymous and are encrypted”
Jose Antonio Herrero de ING He highlighted the need for bank to face cybercriminals that operate outside the normative restrictions. «We are at a disadvantage because they can use any technology without limitations“He explained. «Our response is to be rigorous and bet on internal training in cybersecurity, including talks with employees and clients to raise awareness about risks«.
Nationale-Nederlanden He has also adopted a proactive approach to address cybersecurity risks. They have implemented a decentralized security model that involves business teams in technological risk management. Rubén del Campo stressed the importance of this approach, stating that «It cannot be just the responsibility of an apartment. We have to train security profiles to make informed decisions«.
In general, financial institutions are adopting a multifaceted approach to mitigate cybersecurity risks associated with generative AI. This includes the implementation of strict security protocols, the realization of periodic vulnerabilities evaluations, internal training in cybersecurity and the awareness of employees and clients about potential risks. In addition, some organizations are adopting a decentralized approach to risk management, involving business teams in the security decision -making process.
Governance and Ethics: Regulation vs. innovation
He European Regulation of AI You are about to change the banking industry panorama. With its implementation, the bank will be forced to comply with strict standards to ensure that its models of AI are transparent, fair and responsible. This means that banks should be able to explain how their AI models work, track the origin and processing of the data and eliminate any type of bias that can discriminate against certain customers.
ING AND BANCO SABADELL They have declared that they are prepared to face this challenge. Thanks to their extensive experience in the management of sensitive data and the implementation of solid structures to guarantee regulatory compliance, they can adapt without problems the new requirements. Both entities have been working on the development of ethical and responsible models for years, and consider that the European AI Regulation is an important step to guarantee trust and transparency in the use of this technology in the financial sector.
From Nationale NederlandenRubén del Campo explained that they work with regulatory sandboxwhere only specialized profiles can operate with AI models in controlled environments. «If a supplier does not guarantee that the data stays in the EU, we do not directly work with it“He said.
In INGin addition to internal supervision, they have implemented ethics and transparency committees that evaluate the viability of the models before launching them into the market. «The models must be controllable and understandable. We cannot risk using tools that we cannot explain«Jose Antonio Herrero emphasized.
Future and successful metrics: preparing the bank for the next generation of AI
The evolution of the generative AI will bring new challenges, such as the integration of multimodal models that combine voice, image and text to improve customer experience. However, entities recognize that there is still a way to go.
From Nationale NederlandenRubén del Campo mentioned that the advances must occur in a controlled way. «Innovating pressure exists, but we cannot sacrifice safety for speed. We are at a point of ‘controlled innovation’ where each implementation must meet strict criteria before reaching production“He said.
In Sabadell Bank, Beatriz Tapias stressed that generative AI is already helping to improve the accessibility of bank information for clients with cognitive difficulties or idiomatic barriers. However, he acknowledged that certain applications, such as real -time calling co -pilots, cannot yet be implemented by regulatory restrictions.
Finally, Jose Antonio Herrero de Ing also stressed the importance of finding a balance between digitalization and sustainability. «Reduce operational costs with AI is key, but we must also be responsible with the energy consumption and the environmental impact of these models«, Herrero concluded.
Conclusion: a hybrid future between AI and human factor
The debate TicTalk Bank and AI He made it clear that generative artificial intelligence has come to stay in the banking sector, but its implementation must be careful. While entities have advanced in automation and efficiency, human treatment remains a fundamental pillar to maintain customer confidence.
Regulation, security and ethics will continue to mark the rhythm of adoption of AI in banking. In this scenario, financial institutions must bet on a hybrid approach in which AI acts as a facilitator of the service, but without replacing the irreplaceable value of the human factor.
Asiste al MCPRO Data Innovation Forum
If you are interested to know how artificial intelligence and innovation are transforming sectors such as banking, we invite you to be part of the MCPRO Data Innovation Forumto be held in Madrid, on the UDIT campus, on April 2. It is a free event where we will gather industry experts, technological companies and IT to discuss the latest trends in data, AI and cybersecurity. Do not miss the opportunity to know success cases, innovative strategies and the real impact of business technology. We are waiting for you!
