Santander signs with OpenAI and aims to become an artificial intelligence-native bank

Santander Bank signed a strategic agreement with OpenAI to incorporate artificial intelligence into all its processes. The goal is to offer a more agile, personalized, and secure experience for customers.

The initiative includes process automation, investment copilots, and AI-assisted customer service, aiming to transform both traditional and digital banking.

Digital transformation with AI at the center

The global "data & AI-first" strategy seeks to integrate artificial intelligence into the group's products, risk management, marketing, service, and operations. This makes AI the core of its platforms and strengthens partnerships with OpenAI, Microsoft, and Amazon.

In 2024, AI initiatives caused more than 200 million euros in savings. Forty percent of customer interactions were assisted by AI copilots.

ChatGPT Enterprise in action

Currently, 15,000 employees use ChatGPT Enterprise, with the goal of reaching 30,000 before the end of the year. Notable use cases include investment copilots, hyper-personalized experiences, and automation of administrative tasks.

In Spain, the Speech Analytics system processed 10 million calls, freeing up 100,000 work hours for higher-value tasks.

AI architecture and security

Santander's AI infrastructure is modular and independent, allowing the integration of different language models and the reuse of developments across the group. In addition, customer data is not shared with third parties and AI operates in protected environments.

By 2026, a mandatory training plan on responsible AI is planned for all staff, reinforcing the security and ethical use of technology.

Looking to the future

For 2026-2027, Santander aims to expand the use of AI agents and move toward conversational banking, where technology is invisible but enhances the customer experience.