BBVA Expands Artificial Intelligence to Key Commercial Banking Processes

BBVA is applying artificial intelligence capabilities to key processes in its BEI business, from customer service and advice to risk management and the development of technological solutions. The bank is therefore moving toward a working model in which professionals and smart agents collaborate to improve efficiency, acclerate decision-making and offer businesses more personalized services. This transformation connects the entire client relationship from end to end: from digital interactions on BBVA channels to advice from account managers to analysis and preparation of financial transactions. These advances are part of the new global AI Transformation organization, created to promote the development and scaling of AI solutions across the BBVA Group.

The bank believes that this technology will help accelerate the rollout of strategic initiatives for clients and businesses. “BBVA led the digital transformation of the financial sector and is now facing a new phase marked by artificial intelligence. We have the scale, the data, the talent and the ambition needed to turn this technology into a sustainable competitive advantage for our clients,” said Jaime Sáenz de Tejada, Global Head of Commercial Banking at BBVA.

“Artificial intelligence has become one of the key drivers to transform the way we work, collaborate and create value for our clients. We aim to integrate these capabilities into the core of our processes to offer better service, promote productivity and accelerate the growth of our businesses,” Sáenz de Tejada concluded.

Transforming processes

Adopting AI in BEI translates into a better experience for clients. The transformation begins with digital interactions with businesses through BBVA's digital channels. Thanks to the advanced capabilities of digital assistance, Blue Enterprise is transforming digital interactions with clients, evolving toward a smart assistant, available 24/7 and integrated into BBVA’s digital channels to support companies in their operations and daily needs. In this way, it provides faster, more precise and more personalized responses, facilitating day-to-day management for companies.

In parallel, artificial intelligence is also transforming the way bankers advise their clients. In Spain, AI Banker represents the first step toward an advisory model based on AI agents, capable of helping bankers better understand each client, anticipate their needs and gradually integrate sales and risk perspectives. The solution creates strategic reports to prepare meetings with clients, including both internal and external information, sector analysis and sales recommendations. In addition, it has helped bankers prepare for client meetings, saving an hour of time for each sales visit, according to the agents’ estimates. 86 percent of users feel that the tool adds significant value to their work. “We are evolving from individual use of AI tools to the comprehensive transformation of our sales, risk and customer service processes. The opportunity lies not only in being more efficient, but in better supporting companies, anticipating their needs and offering increasingly personalized solutions, “Sáenz de Tejada added.

Artificial intelligence is also supporting agents in the analysis and preparation of financing transactions. AutoPF, an AI-based solution to support the development of financial programs, has now been used by 86 percent of BEI agents in Spain, with over 900 active users and more than 34,000 conversations held, which makes it one of the most widely used AI tools in the BBVA Group. This solution completes a transformation that encompasses engagement with clients on digital channels, banker advice and financial analysis.

AI accelerates technological development

BBVA is currently working to integrate sales and risk analysis capabilities to accelerate response times, improve decision-making quality and allow agents to spend more time on client relationships and less time on administrative tasks. This integration will ensure that the capabilities used in client interactions, advisory services and risk analysis work in a more connected way.

The transformation is also reaching the technology area. Through the Akira Project, BBVA is incorporating AI capabilities and agent systems throughout the software development cycle to increase execution capabilities, reduce analysis and development times and improve the quality of deliverables.

With over 220,000 Commercial Banking clients in the markets where it operates, BBVA works to gradually integrate these capabilities into key sales and service processes, moving toward a model in which people and smart agents collaborate to offer better experiences, accelerate decision-making and anticipate companies’ needs. In this model, artificial intelligence supports companies throughout their relationship with the bank: from digital service channels to personalized advice and analysis of their financing needs.