Banco Santander has signed a strategic agreement with OpenAI to embed artificial intelligence across its operations, aiming to become an “AI-native” bank. Global head of Data and AI Ricardo Martín Manjón said the goal is to weave AI into the bank’s DNA, enabling a more personalized, agile, and efficient customer experience.
The partnership rests on three pillars: integrating AI into all business areas, expanding Santander’s presence on global tech platforms, and building an AI ecosystem through collaborations with OpenAI, Microsoft, Amazon, and specialized startups.
AI initiatives already deliver over €200M in annual savings, with AI copilots handling 40% of contact center interactions. Internally, 15,000 employees have tested ChatGPT Enterprise, with plans to double that number by year-end. More than 6,000 developers use AI tools, boosting productivity by up to 30%, and mandatory AI training for all new hires is planned by 2026.
On the customer side, Santander will increase the use of AI-powered agents over the next two years, even as the banking sector faces debate over replacing human service.
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