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.

Garanti BBVA has taken another step in bringing the digital banking experience to generative AI platforms. Following BBVA’s launch of the ChatGPT app experience in Italy and Germany, the service is now available in Türkiye through Garanti BBVA. As one of the first financial institutions featured in the ChatGPT app library, Garanti BBVA enables users to access up-to-date information about its banking products and services directly within the ChatGPT chat experience.

In a previous article, we explored how BBVA is scaling its Machine Learning capabilities with a new architecture based on AWS technologies. This second article details how we have tested with four initial use cases to identify reusable ML patterns, standardize operational workflows, and design extensible templates that accelerate ML delivery while maintaining governance and flexibility across teams and business domains.

BBVA is continuing to scale its Machine Learning capabilities with a new technology architecture integrated into ADA, the bank’s global data and AI platform based on AWS technologies.

Five startups—Eriklabs, Text2Test, Rudiq, Freya, and Fraud.com—have been selected for the 10th cohort of the Garanti BBVA Partners Tech Program. Working in artificial intelligence, cybersecurity, and blockchain, they will benefit from six months of mentorship, collaboration, and growth opportunities.

Satisfaction surveys are no longer the only way BBVA gains insight into its relationship with customers. The bank is now using generative artificial intelligence to analyze hundreds of thousands of customer interactions, providing a more complete picture of the customer experience. It harnesses this technology to process selected conversations in Spain across channels such as phone calls and chats between customers and relationship managers through the bank’s app, as well as more than 220,000 monthly calls between customers and remote relationship managers in Mexico. The goal is to identify customer needs and pain points more quickly and reliably, enabling more personalized and effective service. These capabilities are deployed in compliance with applicable data protection regulations. This solution is one of the 1,127 AI use cases that BBVA already has in production, serving both customers and the business.

BBVA has completed a transaction initiated by an artificial intelligence agent on behalf of a cardholder, as part of a live agentic commerce activity that Visa is developing in Europe under its Visa Agentic Ready programme. The payment was carried out using real card credentials and the systems of an active merchant, demonstrating that AI agents can securely complete purchases on behalf of cardholders within today’s payments infrastructure.

BBVA Germany is launching its first credit card for customers in Germany in partnership with Mastercard. This new card is free for active users and offers an initial six-month fee-free trial period for new cardholders to experience its benefits without a fee, while delivering state-of-the-art security features and no foreign exchange fees (FX) worldwide. The launch highlights what sets BBVA apart from other digital banks: leveraging the scale and expertise of the BBVA Group, one of the largest banking groups in the world.