CaixaBank launches €5 bn AI‑focused Cosmos plan to modernize banking

CaixaBank has placed artificial intelligence at the core of its 2025‑2027 strategic roadmap, naming the initiative Cosmos. The plan earmarks roughly €5 billion for technology upgrades, including generative AI and AI‑agent systems, to simplify operations, improve efficiency and enhance the customer experience.

The bank has already begun deploying AI agents such as Salesforce Agentforce, which handles about 6,000 digital conversations each month for dozens of financial products. To support the rollout, CaixaBank hired around 500 AI‑specialised staff in the first year and aims to reach 1,000 by 2027, creating a dedicated AI unit led by Cristina Vázquez. The effort targets its 12 million Spanish customers as part of a broader digital transformation program.