Unlocking AI Empowerment in Banking: How BBVA is Transforming Teams

Unveiling one of the most comprehensive approaches to AI integration in the banking world, BBVA has leveraged ChatGPT Enterprise to revolutionize its operations. By placing artificial intelligence directly into the hands of its employees worldwide, BBVA aims to empower every department with AI capabilities and drive transformative changes across its vast network of services.

BBVA: Pioneering AI Integration in Banking

BBVA, a notable name in global financial services, has been at the front lines of tech innovation in banking. From pioneering ATM deposits to launching award-winning mobile apps, BBVA has consistently sought technology that enhances banking service and customer experience. The recent adoption of ChatGPT Enterprise serves as yet another leap forward in their tech journey. Within just five short months, BBVA employees managed to create over 2,900 custom GPTs, revolutionizing how the bank approaches project management, data analysis, and customer interaction.

“We consider our investment in ChatGPT an investment in our people. AI amplifies our potential and helps us be more efficient and creative.” – Elena Alfaro, Head of Global AI Adoption

Democratizing AI: From Core Systems to Individual Empowerment

The unique angle BBVA has taken involves moving from a centralized AI approach—historically centered around core systems—to empowering individual employees across geographic and departmental lines. By distributing 3,000 ChatGPT licenses across various roles, the bank took an unconventional but effective strategy. This democratized method allows employees—those closest to existing problems and potential solutions—to develop customized GPT applications.

“Our strategy is focused on putting people at the heart of everything that we do. We gave licenses directly to the people who are in front of the problems because they’re the ones who know where the opportunities lie.” – Elena Alfaro

This empowerment translates into tangible benefits, as legal, risk, marketing, talent, and finance teams now have robust AI tools at their disposal. Notably, the Credit Analysis Pro GPT harnesses AI to extract and analyze financial data from a range of sources swiftly, freeing up analysts to focus on strategic priorities like ESG factors. Meanwhile, BBVA’s Retail Banking Legal Assistant handles an overwhelming volume of client inquiries with precision and efficiency, allowing legal teams to channel their energies towards complex legal issues.

Enhancing Customer Experience and Global Collaboration

With its global reach, BBVA ensures that every branch—from Uruguay to Türkiye—can leverage the AI scale to address local challenges and innovate. The Client Experience Assistant, developed in Mexico, harnesses sentiment analysis to gain insights from extensive survey responses, enabling BBVA to fine-tune its customer interactions based on real feedback.

“ChatGPT helps us get from idea to prototype in a way that was impossible before.” – Ricardo Martín Manjón, Global Head of Data at BBVA

By fostering a culture of innovation and collaboration, BBVA has created an internal GPT Store where employees can share, discover, and enhance existing solutions. This initiative not only amplifies creativity but encourages teamwork across the organization.

Tracking Success and Expanding Horizons

BBVA meticulously monitors the success of its ChatGPT initiative through regular feedback, employee engagement rates, and productivity metrics. The results are promising: 83% of employees engage with ChatGPT for efficiency gains regularly. This interaction not only boosts productivity but sparks creativity across departments, as the employees can quickly innovate and adapt tools to their specific business contexts.

The future holds further potential. BBVA plans on continuing to scale its ChatGPT implementation, with ambitions to deliver a more personalized, multi-modal banking experience incorporating text, voice, and visual interactions. Such enhancements not only redefine customer service but also pave the way for personalized financial solutions.

“What’s coming next is the opportunity to deliver more personalization and more convenience to all of our customers.” – Ricardo Martín Manjón

In doing so, BBVA positions itself at the forefront of the AI Empowerment in Banking initiative, setting a high benchmark for its peers. As the bank progresses in its AI journey, it serves as an example for other global organizations aiming to combine innovation with strategic business goals, thus promising a new era of collaboration where humans and AI work hand-in-hand to create unprecedented value.

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