Revolutionizing Customer Service: How BBVA Employees Innovate with Generative AI

The BBVA Bot Talent internal competition has showcased the remarkable creativity of BBVA employees in leveraging generative AI for innovative and secure applications in their daily work. The bank is evaluating the feasibility of three winning projects from Peru, Mexico, and Spain, aiming to enhance customer service for sales agents, streamline loan processes for SMEs, and detect fraudulent communications.

Enhancing Customer Service with AI

The first prize was awarded to a suite developed using ChatGPT that empowers sales agents with instant access to the latest information on various banking products. With this platform, agents can efficiently answer customer inquiries and practice their skills through simulated calls tailored to specific customer profiles. This innovative solution is expected to reduce training time by 40%, boost productivity by 25%, and enhance customer service personalization by 30%.

Streamlining SME Loan Processes

The second award went to a team from BBVA Mexico for digitizing an in-person loan application process for SME managers. Their proposed bot allows clients to submit necessary information online, significantly speeding up the loan application process and freeing agents to focus on sales targets. This scalable solution holds the potential for widespread application across various banking sectors.

Detecting Fraud with AI

The third winning project focuses on using generative AI to combat fraud through social engineering techniques. This virtual agent analyzes suspicious messages and provides immediate feedback on their legitimacy, helping users avoid scams. The tool promises to enhance the efficiency of the cybersecurity team by conducting rapid analyses of fraudulent communications.

In total, over 170 innovative ideas were presented at the BBVA Bot Talent final, which emphasized the bank's commitment to harnessing AI for impactful solutions. The winning teams will receive advanced training in artificial intelligence to further develop their projects. BBVA continues to integrate AI into its operations, enabling employees to focus on providing high-value services while automating routine tasks.