Santander is advancing its use of artificial intelligence, moving from individual tasks towards more complex operational capabilities that can be reused across processes and markets. At Maisa, we’re supporting this evolution with technology that combines reasoning, execution and traceability, enabling specialised models to be trained and deployed on Santander’s own infrastructure.
The work forms part of Santander’s ONE Transformation programme, which aims to simplify and standardise processes, share technology across markets, and make greater use of the bank’s global scale. Across its broader transformation, Santander aims to generate more than €1 billion in business value from AI by 2028 through cost savings, new revenue and lower provisions.
Our contribution focuses on a practical challenge: enabling AI to execute processes cost effectively at scale, with the traceability, auditability and reproducibility that are essential in regulated industries.
With Maisa’s support, Santander is building AI systems that combine reasoning with the ability to act. Our technology maintains a record of each execution: the information used, the steps taken and how the result was reached. This provides the visibility needed to understand and review how a process has been carried out, an essential requirement in a regulated environment.
Using these execution records to train specialised models allows Santander to develop capabilities tailored to its processes, while maintaining governance over their deployment and supporting cost efficiency.
The ambition extends beyond any single automation. Capabilities can be reused across different processes and markets. Each implementation can therefore contribute to a broader set of capabilities that teams can draw on as they address similar needs.
The knowledge of those teams is central to this approach. People who understand a process best can participate in creating automations within a shared technology and governance framework. Their expertise helps connect what the technology can do with where it can make a meaningful difference.
For Maisa, contributing to Santander’s transformation means helping the bank build once and scale what works. Santander already has hundreds of use cases in production with our support across its main markets in Europe and the Americas.
