BBVA is transforming its banking operations by embedding OpenAI’s ChatGPT Enterprise into its core workflows. This strategic move aims to boost efficiency and customer experience, representing one of the largest AI deployments in the financial sector.
Pilot Program Success
BBVA began its collaboration with OpenAI in May 2024, starting with a pilot program involving 3,300 accounts. The results were impressive: employees saved nearly three hours per week on routine tasks, and over 80% of users logged in daily. This success paved the way for a broader rollout.
Expansion and Goals
The bank is now expanding the deployment to 11,000 staff. This expansion is part of a broader strategy to streamline risk analysis, improve software development processes, and enhance employee support. By integrating AI into these areas, BBVA aims to create a more efficient and responsive banking environment.
Enhancing Customer Experience
BBVA has already introduced ‘Blue,’ a virtual assistant powered by OpenAI models. Blue helps customers manage their cards and accounts using natural language. Future plans involve deeper integration, allowing customers to interact with the bank directly through ChatGPT.
Security and Training
To ensure the effective use of these tools, BBVA and OpenAI are collaborating on structured adoption models and specialized training programs. This approach addresses the common issue of deploying software without the necessary skills to leverage it. Additionally, enterprise‑grade security and privacy measures are in place to protect client data.
Future Plans
BBVA’s partnership with OpenAI is not just about adopting AI but embedding it into the core of their operations. This initiative aims to create a smarter, more proactive, and personalized banking experience for customers.
As Carlos Torres Vila, Chairman of BBVA, stated, “Our alliance with OpenAI accelerates the native integration of artificial intelligence across the bank to create a smarter, more proactive, and completely personalized banking experience, anticipating the needs of every client.”
Sam Altman, CEO of OpenAI, added, “BBVA is a strong example of how a large financial institution can adopt AI with real ambition and speed. With this expansion of our work together, BBVA will embed our AI into the core of their products and operations to enhance the overall banking experience for their customers.”
This collaboration marks a significant step forward in the integration of AI into banking operations, setting a new standard for the industry.
