The situation
Unicaja, as a part of their ambition in its 2025–2027 Strategic Plan—wanted to make customer and employee interactions faster, more natural, and more inclusive by deploying a conversational banking model driven primarily by GenAI.
The solution
Unicaja collaborated with a joint team from Deloitte’s Artificial Intelligence and Banking Operations practices to turn this vision into a reality. As a strategic advisor, Deloitte is supporting the bank through its integrated capabilities across banking, risk, regulation, human capital, AI, data, and technology to support Unicaja’s transformation. The team’s approach has been multi-faceted, including:
- Conducted a functional analysis of over 250 initiatives to clarify business needs
- Evaluated the feasibility of proposed solutions and assessed how the bank's architecture, infrastructure, and data capabilities needed to evolve to support a scalable GenAI program
- Developed technical assessments for cross-functional domains and identified the required enhancements to sustain future innovation
- Modelled the effort, duration, expected savings, and investments across initiatives to develop a consolidated business case and a multi-year, prioritized roadmap
- Delivered a consolidated business case and a multi-year prioritized roadmap across four strategic workstreams
This comprehensive approach laid the groundwork for Unicaja to establish a scalable conversational banking model grounded in trust and its AI strategy—that is, preserving autonomy and control over AI systems while safeguarding customer data privacy, security, and protection.
"For us, it is a source of pride to work with Unicaja, NVIDIA and Google Cloud on the development of a new way of doing banking—a pioneering project in the global banking sector to turn conversational banking into a tangible, efficient, and secure reality. We bring our specialist capabilities in areas such as business, risk, regulation, and technology so that this project drives improvements and agility in customer service, under a hybrid model that combines proprietary infrastructure and cloud solutions, alignedwith the highest standards of ethics and security.”
Juan Pérez de Ayala, partner, financial industry group, Deloitte Spain
The impact
The collaboration provided Unicaja with a clear strategic direction and a unified view of its GenAI ambition, to help enable leadership to prioritize initiatives based on value, feasibility, and organizational readiness. The bank gained a quantified business case that clarified the required investment, operational savings, and implementation effort.
Unicaja has already put conversational use cases into production in areas including insurance and mortgage sales, software development, support for legal processes, customer complaint management, and back-office process automation—delivering significant efficiency gains, with response time reductions ranging from 40% to 80%.
"This agreement represents a decisive step in our transformation strategy to continue helping people prosper. The implementation of AI in our internal processes, with the support of NVIDIA, Google Cloud and Deloitte, will allow us to move toward a more efficient, personalized banking model tailored to the needs of our customers and employees."
Isidro Rubiales, CEO of Unicaja
Deloitte awards and recognition
Google Cloud Partner for the Year 2026: Artificial Intelligence
Deloitte and Google Cloud help enterprises identify and redesign the heart of the business processes with agentic AI at the core so they can work smarter, innovate faster, and create meaningful shareholder value.
IDC MarketScape: Worldwide Artificial Intelligence Services 2025 Vendor
Deloitte is recognised as a Leader in the 2025 IDC MarketScape for Artificial Intelligence (AI) services for the fourth time!
Deloitte ranked No. 1 Consulting Service Provider worldwide by revenue in Gartner® Market Share report for eighth consecutive year
Deloitte ranked No. 1 Consulting Service Provider worldwide by revenue in Gartner® Market Share report for eighth consecutive year
Se abre en una ventana nueva
Explore our capabilities
Generative AI Services
Generative AI turns unstructured data into logical results, makes mundane tasks creative, and transforms code into art, but it needs human input for purpose and trust. Let’s collaborate and explore how Generative AI can reinvent business models, create lasting value, and execute your vision.
Financial Services
Global shifts in behaviors, expectations, and markets are impacting how people finance, spend, invest, and save—causing many financial services firms to rethink their strategies. By connecting insight, experience, and ecosystems, we can foster stable and inclusive growth through innovation and transformation. Together, we can create a more efficient financial services industry and a better future.
Se abre en una ventana nueva
Se abre en una ventana nueva
Rohit Tandon
Javier Echániz Alonso
Juan Pérez de Ayala
Neal Baumann
