BBVA Teams With OpenAI to Drive AI Across Operations

BBVA and OpenAI have partnered to embed artificial intelligence (AI) natively across the bank’s operations, customer experience, and internal processes. The collaboration, the result of nearly two years of joint work and shared investments, gives BBVA preferential access to OpenAI's advanced models, tools, and expert talent.

Carlos Torres Vila, President, BBVA, announced the agreement at OpenAI’s headquarters, stating: "Our alliance with OpenAI accelerates the native integration of artificial intelligence across the entire bank, creating a smarter, proactive, and fully personalized experience that anticipates the needs of each client."

AI-Driven Co-Creation and Customer Experience

A central element of the partnership is co-creation, with BBVA and OpenAI teams collaborating on engineering, research, and solution development to accelerate BBVA’s AI transformation strategy. Key areas of focus include:

• Customer Assistance: Developing an AI assistant to guide customers through their daily financial lives, setting new standards for personalized service.

• Commercial Support: Creating tools to enable commercial managers to deliver fully tailored attention to clients.

• Internal Operations: Streamlining risk analysis and transforming internal workflows, including software development and routine employee tasks.
   

Sam Altman, CEO, OpenAI, emphasized that BBVA exemplifies how a major financial institution can adopt AI ambitiously and rapidly, integrating it into the core of its products and operations to enhance the banking experience.

Enterprise-Wide AI Deployment

BBVA plans to extend ChatGPT Enterprise to its 120,000+ employees, one of the largest corporate implementations globally. This builds on a pilot phase where 11,000 employees used the tool, with 80% accessing it daily, saving an average of three hours per week on routine tasks via a "digital alter ego" that learns their style and executes tasks autonomously.

Additionally, BBVA is integrating its products and services directly into ChatGPT, enabling users to interact with the bank through OpenAI’s conversational assistant. A proof-of-concept has already been demonstrated with BBVA’s digital banking platforms in Italy and Germany.