Santander has partnered with OpenAI to deploy ChatGPT Enterprise to nearly 15,000 employees as part of its transformation into an “AI-native” bank. Chief Data and AI Officer Ricardo Martín Manjón outlines their “data and AI-first” approach, aiming to integrate AI into key functions like product management, marketing, and operations. The initiative is poised to expand to 30,000 users by year-end, covering 15% of its workforce. This cultural shift is about enhancing productivity and customer experience, with early applications including investment support and hyper-personalized engagements. AI efforts have already yielded over €200 million in savings, supporting over 40% of contact center interactions, and automating back-office tasks. Santander is also focused on democratizing AI use through tailored training and a mandatory AI curriculum for all staff. Manjón emphasizes that their strategy prioritizes real impact and human empowerment, aiming for smarter banking solutions and improved customer satisfaction.
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