BBVA has embraced the future of generative artificial intelligence (AI) by integrating ChatGPT Enterprise into its operations, empowering employees and revolutionizing its approach to problem-solving. In just five months since distributing 3,000 licenses across all levels of the organization, 83% of users have adopted the tool, creating nearly 3,000 customized GPTs for tasks like financial analysis, legal assistance, and customer insights.
Accelerating efficiency and transformation
BBVA’s innovative use of ChatGPT Enterprise has sparked a culture of creativity and efficiency within the bank. Notable applications include the BBVA Retail Banking Legal Assistant GPT, which has streamlined responses to over 40,000 annual client legal inquiries, reducing turnaround times to under 24 hours. Similarly, the Credit Analysis Pro GPT assists credit risk analysts by automating data extraction from diverse sources, enabling analysts to focus on higher-value strategic tasks.
This widespread adoption has been supported by a strong emphasis on safe and responsible AI use. Collaborating with legal, compliance, and IT security teams, BBVA ensures that every application of generative AI aligns with rigorous standards. “We put this technology into the hands of the people closest to the problems,” explained Elena Alfaro, Global Head of AI Adoption at BBVA.
Expanding AI education and customer insights
BBVA is also investing in its workforce through its expanded Data University program, which now includes courses on generative AI. To date, over 50,000 employees have benefited from the program, with nearly 5,000 completing advanced AI courses. Additionally, tools like the Client Experience Assistant GPT in Mexico analyze satisfaction surveys to enhance customer service.
Looking ahead, BBVA plans to scale ChatGPT licenses and integrate AI capabilities into digital channels, paving the way for personalized, multimodal customer experiences with visual and conversational interfaces. This strategy underscores BBVA’s commitment to driving innovation and staying at the forefront of digital transformation.
