Onur Genç: “AI Will Transform Banking for the Better, the Key Lies in Scaling Its Benefits Across the Organization”
Publish Date: 2026-06-04 07:23:00
Source Domain: www.bbva.com
Here are 6 key points summarizing BBVA’s AI transformation efforts:
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BBVA’s Return to Money 2020 Europe: BBVA returned to the leading European event on financial services innovation to discuss its new phase of transformation driven by artificial intelligence (AI).
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BBVA’s Vision for AI: With an optimistic outlook, BBVA sees AI as an opportunity to redefine customer relations, improve employee productivity, and transform organizational processes.
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AI Tool Integration: BBVA has integrated AI tools extensively; over 100,000 employees use tools like ChatGPT Enterprise and Gemini, showing a 70 percent usage rate and significant time savings on routine tasks.
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Strategic Plan: BBVA has launched an eight-line strategic plan focusing on AI integration across its value chain, including customer service, risk management, software development, and operations.
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Performance Gains: Initial AI implementation shows promising results, including a 50 percent time reduction in software development and testing, a 78 percent reduction in handling user complaints, and significant improvements in automating customer inquiries.
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AI Transformation and Scaling: BBVA has established a new global area focused on AI Transformation to scale AI across the organization, aiming to industrialize the development and deployment of AI agents to automate, decide, interact, and collaboratively execute processes autonomously.
