Banco Santander is set to become an “AI-native” bank by 2026–27, focusing on data and AI-driven innovations in banking. Collaborating with OpenAI, the bank aims to enhance both front- and back-office operations, modernizing its services for a more personalized and agile customer experience. Santander has historically utilized AI for fraud detection and customer service, laying the groundwork for a broader strategy that integrates generative and agentic AI across its operations.
With a roadmap built on three pillars—embedding AI in all functions, centering global platforms around AI, and fostering an AI ecosystem through partnerships—the bank has already realized over €200 million in savings from AI initiatives in 2024. It has deployed ChatGPT Enterprise to 15,000 employees, aiming for 30,000 by year-end. The upcoming mandatory AI training program in 2026 will emphasize “Responsible AI,” solidifying Santander’s commitment to ethical practices in its transformative journey.
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