The international publication presented two awards to ADA, BBVA’s global data platform, a pioneer in the financial sector, and to a process that applies behavioral economic techniques to telephone debt negotiation using an empathetic approach with the customer. In addition, its AI Factor was once again recognized as one of the best financial innovation laboratories in the world.

BBVA has provided £15m in venture debt to Plum, a British personal finance app. The deal will help Plum expand and scale, and reflects BBVA’s growing commitment to the UK as Europe's leading hub for entrepreneurship and venture capital.

Murat Kalkan, Head of Digital Banks at BBVA, participated in the 36th edition The European House – Ambrosetti, held in Cernobbio, to discuss the rise of digital banks. During his address, he shared his views on the competition between incumbents and neobanks, and highlighted how BBVA Italy is disrupting the banking industry in the country by combining the best of digital banking with the strengths of traditional institutions. The result: one of the fastest growing banks in Italy with more than 680,000customers and the top-rated bank by customers in the country according to the Bain & Company NPS Benchmark Report, all achieved in just three years.

BBVA has adopted a data and AI governance strategy that lets it widen the use of artificial intelligence safely and responsibly.  The bank follows industry best practices and international regulations, keeps an inventory of its AI systems, and monitors them regularly to assess their accuracy, spot errors and ensure they remain current.

The Bot Talent internal competition has demonstrated the creativity of BBVA employees to come up with innovative and secure uses of generative AI for their daily work. The bank will study the viability of three winning projects from Peru, Mexico and Spain, which propose using ChatGPT Enterprise to enhance customer service for sales agents, streamline the process of granting loans to SMEs, and detect official communications, supposedly from BBVA, that are actually hiding fraudulent messages to steal users’ financial data.

The use of ChatGPT Enterprise is already saving BBVA employees an average of two hours of work per week. In tandem, the bank has been busy preparing new agents, built on artificial intelligence (AI), to help its managers provide better service to business customers. These were some of the examples cited by Álvaro Martín, head of Data for Business Clients and Sustainability at BBVA, at the Mobile World Congress, in showing that AI will entail a new transformation process spanning the entire Group. Meanwhile, Ignacio de Loyola Gil, head of the Digital Banking Business in Europe, explained BBVA’s strategy to reach new European markets thanks to the scalability of the digital platform developed in Spain.