Transforming Finance: How AI Empowers Teams and Drives Innovation

Global banking leader BBVA demonstrates that AI isn’t just a tool for the tech-savvy—it’s a transformative force accessible to every employee. By adopting OpenAI’s ChatGPT Enterprise, BBVA is showing how reliable AI can empower teams while safeguarding sensitive data.

BBVA: From Core Systems to Employee Innovation

BBVA, known for its technological advancements, has moved AI from core systems into the hands of its employees. Within five months of adopting ChatGPT Enterprise, 125,000 BBVA employees have developed over 2,900 custom GPTs, reducing project timelines from weeks to hours.

Elena Alfaro, Head of Global AI Adoption at BBVA, explains: “With custom GPTs, anyone can create apps to solve unique problems—it’s very easy to start.” Teams across the globe, from Uruguay to Türkiye, are using these GPTs to drive efficiency and innovation.

Custom GPTs: A Catalyst for Productivity

Custom GPTs have been developed for various purposes:

• Credit Analysis Pro GPT: Accelerates credit risk assessments by analyzing unstructured data, enabling analysts to focus on strategic insights. Developed under the leadership of Ignacio Sueiro.
• Craft Opti Pro GPT: Refines prompts for risk analysis, improving accuracy and outputs. Developed under the leadership of Ignacio Sueiro.
• Retail Banking Legal Assistant GPT: Automates responses to 40,000 annual client queries, saving time for BBVA’s legal team.

A Framework for AI Adoption

BBVA’s AI adoption strategy is led by a global AI team, regional leaders, and advanced users known as “AI wizards.” A key component is its internal GPT Store, which hosts 700+ GPTs for employees to explore, adapt, and enhance. Ricardo Martín Manjón, Global Head of Data, highlights the importance of collaboration in this process.

“Our strategy focuses on putting people at the heart of everything we do,” Alfaro says. “By empowering employees with AI, we enable them to create, innovate, and collaborate.”

The Future: Multimodal Banking Experiences

BBVA is already planning the next phase: delivering personalized and multimodal banking experiences. With ChatGPT, the bank envisions richer customer interactions across text, voice, and visual elements.

“We’re entering a new era of collaboration between humans and machines,” Alfaro concludes. “What we’ve achieved in just five months is only the beginning.”

References: OpenAI - BBVA Case Study