Spain-based financial institution Santander has partnered with OpenAI to advance its AI-first development strategy.
Pursuing an AI-native banking model
Santander aims to become an AI-native bank, leveraging data and intelligent technology to enhance decision-making, processes, and customer interactions. The goal is to modernize the banking experience, making it more personalized, agile, and efficient for its customers.
Scaling AI in Santander
Previously, Santander has utilized AI in areas such as fraud detection and customer service, laying a foundation for its current strategy. The bank now plans to scale generative and agentic AI to optimize processes and enhance the overall banking experience.
The Three Key Pillars of Santander’s Strategy
- AI integration across all businesses, including product management, credit, marketing, service, operations, and core functions.
- AI at the heart of global platforms to support business operations and innovation.
- An AI ecosystem driven by collaborations with OpenAI, Microsoft, Amazon, and a vibrant startup community to foster growth.
Leveraging ChatGPT Enterprise for Widespread Adoption
Santander launched ChatGPT Enterprise for approximately 15,000 employees across its European and American divisions. The bank anticipates reaching 30,000 users by the end of 2025, covering nearly 15% of its workforce. Early use cases include investment copilots with real-time strategy suggestions, personalized customer journeys, and AI agents automating back-office processes in all geographies.
Expanding Agentic AI and Transforming Customer Interactions
The bank’s roadmap for 2026-2027 includes expanding agentic AI, improving front- and back-office operations, and introducing fully conversational banking. AI copilots will function as decision-making partners and virtual assistants, helping to resolve transactions for customers. Additionally, Santander plans to launch a mandatory AI training plan in 2026, with a focus on Responsible AI to ensure ethical and secure adoption across the organization.
