Santander speeds up its data and AI-focused approach with collaboration on OpenAI technologies
Santander Embraces AI to Transform Banking Experience
Santander, a global banking giant, is embarking on a transformative journey to become an "AI-native" bank. This strategic move aims to deeply integrate artificial intelligence (AI) into every aspect of its operations, making AI an essential part of every decision, process, and interaction [1][2][3].
The bank's ambitious plan is backed by collaborations with leading AI providers such as OpenAI, Microsoft, and Amazon, granting access to cutting-edge generative AI technologies [1][2][3]. One of the key tools being utilised is ChatGPT Enterprise, which has already been rolled out to nearly 15,000 employees across the group in Europe and the Americas [1][2].
Santander is not new to AI, having used it for years in areas like fraud detection and customer service. However, the current strategy takes this usage to a new level. The bank aims to automate customer interactions, streamline workflows, and integrate AI across product management, credit, marketing, and operations to create a more personalised, agile, and efficient banking experience [1][2][3].
A significant part of this strategy involves the deployment of AI copilots that assist in decision-making and live customer interactions. These copilots currently support over 40% of contact-center interactions, and Speech Analytics, which processes millions of voice calls annually, auto-fills CRM systems to improve customer service and free over 100,000 hours annually for higher-value work [1][3].
The transformation is supported by a new collaboration with OpenAI. By 2026-2027, Santander plans to scale generative and agentic AI throughout front and back-office processes, aiming to enable fully conversational and autonomous banking experiences [2][5]. The aim is to reach 30,000 users by year-end, covering approximately 15% of the workforce [1][2].
Santander places a strong emphasis on responsible AI governance. No customer data is shared externally for model training, and a mandatory AI training plan for all employees will be launched in 2026, with a focus on "Responsible AI" [1][2]. The training includes learning capsules, workshops, and hands-on hackathons designed for developers, marketers, and frontline teams [1][2].
The bank's roadmap for 2026-27 includes scaling agentic AI, transforming front- and back-office processes, and enabling fully conversational banking. Santander aims to make AI invisible, seamlessly embedded in the Santander experience. The ultimate goal is to reshape banking through a "data & AI-first" transformation, making Santander an "AI-native" bank, where every decision, process, and interaction is powered by data and intelligent technology [1][2][3][4].
Santander works closely with regulators and follows global best practices to ensure full compliance. Model-risk management and internal AI regulation are in place to ensure systems are understandable, fair, and secure. The transformation aims to empower both employees and customers, with AI copilots becoming decision-making partners and virtual assistants resolving transactions for customers [1][2].
[1] https://www.santander.com/en/newsroom/press-releases/santander-announces-new-ai-strategy-to-become-an-ai-native-bank [2] https://www.santander.com/en/newsroom/press-releases/santander-to-deploy-chatgpt-enterprise-to-nearly-15-000-employees-across-the-group-in-europe-and-the-americas [3] https://www.santander.com/en/newsroom/press-releases/santander-announces-new-ai-training-program-for-employees [4] https://www.santander.com/en/newsroom/press-releases/santander-and-openai-announce-collaboration-to-accelerate-the-adoption-of-ai-technology-across-the-group [5] https://www.santander.com/en/newsroom/press-releases/santander-announces-new-strategy-to-scale-ai-across-the-group-and-transform-banking
- Santander plans to integrate AI across various sectors, including product management, credit, marketing, and operations, in order to create a more personalized, agile, and efficient banking experience.
- The bank's AI strategy also involves scaling generative and agentic AI throughout front and back-office processes, aiming to enable fully conversational and autonomous banking experiences by 2026-2027, using technologies from companies like OpenAI and Microsoft.
