Sabadell prepara el salto a los agentes de IA con un despliegue masivo en 2027

Sabadell is preparing to expand its use of artificial intelligence agents starting in the first half of 2027. The Spanish bank has sealed an alliance with T-Systems to deploy a specific AI agent platform, aiming to enhance customer service, commercial support, and internal process automation. Rüdiger Schmidt, Sabadell's Director of Technology, explains that these AI agents will operate with the same resilience, security, and control standards as other critical bank systems.

The technology will be applied in three main areas: customer relations via virtual assistants, "augmented managers" that provide real-time information and context to bankers, and internal process automation, including operational tasks and risk management. However, Schmidt highlights the new challenges of control and governance for AI agents, requiring authentication, data and application access permissions, and monitoring their autonomous behavior.

The bank plans to avoid relying on a single AI provider, stating that the T-Systems platform does not lock them into any specific model or platform. Instead, Sabadell will mix different AI models based on task requirements, including open-source models for sensitive data and latency-reducing systems. The strategy focuses on maintaining independence from AI providers to comply with European DORA regulation, which mandates plans for process failure and resilience. Currently, Sabadell primarily uses OpenAI but is evaluating other providers like Google.