BBVA and OpenAI Strategic AI Transformation Collaboration
BBVA and OpenAI have entered into a multi-year strategic AI transformation program to integrate generative AI across the bank's global operations. This collaboration aims to transform the customer experience, optimize internal operations, and enable new ways of working for BBVA's workforce.
Large-Scale Deployment of ChatGPT Enterprise
BBVA is rolling out ChatGPT Enterprise to all 120,000 employees across 25 countries, representing a 10x increase over its previous deployment. This deployment is one of the largest enterprise generative AI implementations in the financial services industry, demonstrating how AI can be used to improve workflows within a highly regulated environment.
Key components of this rollout include:
- Security and Privacy: The deployment includes integrated security and privacy controls.
- Model Access: Employees gain access to OpenAI's latest models.
- Internal Agents: Tools for creating internal agents connected to BBVA's proprietary systems.
- Adoption Framework: The collaboration includes specialized training programs and a structured adoption model to ensure consistent and secure integration across all functions.
Measured Productivity Gains
This expansion is build on a two-year period of successful AI deployment that began in May 2024. Initial rollouts to 3,300 and then 11,000 employees showed significant productivity improvements:
- Time Savings: Employees saved nearly three hours per week on routine tasks.
- Engagement: More than 80% of the employees in the initial rollout engaged with the tools daily.
- Custom GPTs: Thousands of custom GPTs were created for collaboration and work.
Transformation of Customer Experience
BBVA is leveraging OpenAI models to shift toward becoming an AI-native institution. This transformation focuses on two primary customer-facing initiatives:
- Virtual Assistant: BBVA has already deployed "Blue," a virtual assistant built on OpenAI models that allows customers to manage accounts, cards, and answer everyday questions using natural language.
- ChatGPT Integration: BBVA is exploring ways to integrate its products and services so customers can interact with the bank directly through the ChatGPT interface.
Strategic Alignment and Implementation
To accelerate this transition, BBVA has established a dedicated team to work directly with OpenAI's product, research, and technology success teams. The goal is to redesign internal processes, including software development and employee productivity support, while enhancing risk analysis and equipping bankers to better support clients.