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Innovation

Innovation

BBVA CEO Onur Genç said in London on Tuesday that artificial intelligence (AI) will drive the next major transformation of the sector and that the bank is very well positioned to address this new cycle. The Group was a pioneer in the digitalization era and is taking the same approach to AI: early adoption, rapid scaling and a transformation around this new technology. “We do believe we are embracing this technology better than our competitors,” he said during his participation in the CEO conference organized by Bank of America.

BBVA has provided BizAway with €10 million in financing to support its acquisition of Dutch company Uniglobe Alliance Travel. The transaction will enable the scaleup to bolster its presence in Northern Europe, expand its customer base in the Benelux region, and move forward with its goal of becoming the leading corporate travel partner across the continent. The financing benefits from the support of the European Union and the European Investment Fund (EIF) under the InvestEU program.

Two generative AI assistants developed by the teams managing BBVA’s contact centres in Italy and Germany—the Group’s two fully digital banks—have reduced the average handling time for the most common customer enquiries about products, services and general procedures by more than 15%. By speeding up information retrieval and response preparation, these AI copilots enable customer service agents to resolve routine enquiries more quickly and dedicate more time to more complex cases that require deeper analysis and personalised support.