BBVA Contact Centres Deploy Generative AI for Faster Service

BBVA’s digital banking arms in Italy and Germany have launched two new generative AI assistants developed entirely by their internal contact centre teams. These agents are already showing significant results, reducing average handling times for common customer inquiries by over 15%.

The initiative demonstrates how financial institutions can leverage in-house expertise to build practical AI solutions that directly improve customer service. Rather than relying solely on external vendors, BBVA empowered its existing staff to create tools addressing specific operational challenges.

These generative AI assistants handle a wide range of inquiries about products, services, and general procedures – the most frequent questions customers typically ask. By automating responses to these common issues, human agents can focus on more complex cases requiring personalized attention.

The success in Italy and Germany suggests potential for wider adoption across BBVA’s operations as well as serving as a model for other banks seeking to improve efficiency through AI-powered solutions developed with internal resources.