BBVA has enhanced its digital banking capabilities with an upgraded version of its virtual assistant, Blue, integrated into its mobile app. The new iteration leverages generative artificial intelligence (AI) to improve user interactions, provide personalized financial insights, and facilitate common banking transactions. The rollout begins on February 20 in Spain and will gradually extend to all BBVA customers.
AI-drivenbanking: Smarter transactions and personalized assistance
The updated Blue is designed to handle up to 150 queries and transactions, responding to more than 3,000 potential customer questions. It utilizes advanced language models to interpret user intent, recognize context, and provide tailored responses. Unlike general-purpose AI assistants, Blue focuses exclusively on banking-related queries, ensuring accuracy and compliance with BBVA’s commercial, reputational, and legal standards.
A key feature of the virtual assistant is its ability to manage dynamic conversations. Customers can switch topics mid-interaction without losing progress, and at any time, they have the option to cancel a transaction or request human assistance. BBVA emphasizes security and privacy, ensuring that personal and transactional data remains within the bank’s systems and is not stored beyond the active conversation.
AI support for BBVA agents: Enhancing customer service efficiency
In addition to its customer-facing AI, BBVA has introduced an AI-based tool to support branch employees. This system provides agents with real-time access to more than 30,000 references covering the bank’s products and services. Currently available to over 100 agents, the assistant enhances efficiency by streamlining information retrieval and reducing time spent on routine tasks.
BBVA’s commitment to AI innovation in digital canking
BBVA’s investment in AI aligns with its broader digital banking strategy. The bank ranks among the most advanced globally in AI integration, holding the top position in Spain and fourth in Europe, according to the Evident AI Index. By leveraging AI-driven solutions, BBVA aims to enhance both customer experience and operational efficiency in an increasingly digital banking landscape.
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