Description
BBVA, a global financial institution founded in 1857, is transforming banking by placing artificial intelligence at its core through a strategic collaboration with OpenAI. This partnership aims to redesign banking around AI, enhancing customer experience, operations, and employee productivity. By the end of 2025, BBVA and OpenAI's collaboration evolved into a broader strategic alliance centered around 'The Eight,' BBVA's AI transformation roadmap. This initiative encompasses various aspects of banking, from customer interactions to risk analysis and operational execution.
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The collaboration has resulted in significant outcomes, with approximately 100,000 employees globally using ChatGPT Enterprise, showcasing a 70% increase in monthly active usage. Employees save an estimated three hours per week, leading to efficiency gains of up to 80% in selected workflows. BBVA's approach to AI is comprehensive, integrating it into every layer of the organization rather than treating it as a standalone initiative. This includes AI-powered financial assistants that anticipate customer needs and tools that assist bankers and risk analysts in making informed decisions.
BBVA's AI adoption strategy is built on three core pillars: trust, governance, and structured learning. The bank has aligned its security, legal, compliance, and technology teams to ensure employees have access to trusted AI tools within clear governance frameworks. To facilitate widespread adoption, BBVA established an organization-wide AI champions network and trained 250 senior leaders, including the CEO and chairman, to actively use ChatGPT.
As adoption expanded, employees began creating custom GPTs tailored to their specific workflows, resulting in over 20,000 GPTs developed across the organization. These innovations have led to significant improvements in various departments, such as credit risk and legal services, where AI tools have dramatically reduced manual workloads and improved response times. BBVA's long-term vision is to create a more proactive, intelligent, and personalized banking experience, fundamentally rethinking how the bank operates in an AI-native era.
- CategoryAI DevOps & Cloud Tools
Key Takeaways
100,000 employees using ChatGPT Enterprise
70%+ monthly active usage
~3 hours saved per employee, per week
Up to 80% efficiency gains in selected workflows
250 senior leaders trained
AI champions network established
Over 20,000 custom GPTs created
Collaboration with OpenAI
What This Case Study Demonstrates
- Customer Service
- Risk Analysis
- Operational Efficiency
- Legal Assistance
- Data Analysis
