Customer Service Automation · Risk Management · Sales Automation
BBVA needed to improve customer service, streamline risk analysis, boost commercial productivity, and reduce administrative effort across commercial banking processes while giving bankers more personalized, faster support for business clients.
Reported impact
BBVA reports more agile and personalized client service, less administrative work for bankers, faster decision-making, and broader AI adoption across commercial banking processes.
BBVA is implementing an in-house AI operating model across Commercial Banking (BEI) that connects client service, advisory, risk analysis, and software delivery. Customer interactions entering BBVA’s digital channels are handled by Blue Enterprise, a 24/7 smart assistant that provides faster and more personalized operational support to companies. For relationship managers, AI Banker assembles strategic meeting reports from internal and external information, adds sector analysis and sales recommendations, and helps bankers anticipate client needs before visits. In financing workflows, AutoPF supports the analysis and preparation of transactions and financial programs for BEI agents. BBVA says these capabilities are being integrated so client interaction, advisory, and risk functions work together more closely end to end. The article does not name a specific storage platform, but it does show AI systems embedded directly into banker workflows and digital channels, while the Akira Project extends AI agents into the software development cycle that delivers these capabilities.
Business clients interact through BBVA's digital channels, where Blue Enterprise handles operational requests. Banker-facing workflows then combine internal and external information in AI Banker to generate meeting reports, sector analysis, and recommendations. Financing analysis is supported by AutoPF, and outputs are consumed by bankers and BEI agents to advise clients, prepare transactions, and accelerate decisions.
"AI Banker represents the first step toward an advisory model based on AI agents... The solution creates strategic reports to prepare meetings with clients, including both internal and external information, sector analysis and sales recommendations."
"AutoPF, an AI-based solution to support the development of financial programs, has now been used by 86 percent of BEI agents in Spain, with over 900 active users and more than 34,000 conversations held"
"Blue Enterprise is transforming digital interactions with clients, evolving toward a smart assistant, available 24/7 and integrated into BBVA's digital channels to support companies in their operations and daily needs."
"Over 7,000 Commercial Banking (BEI) professionals are now using artificial intelligence (AI) tools to improve customer service, streamline risk analysis and boost commercial productivity."
"Through the Akira Project, BBVA is incorporating AI capabilities and agent systems throughout the software development cycle to increase execution capabilities, reduce analysis and development times and improve the quality of deliverables."
"it has helped bankers prepare for client meetings, saving an hour of time for each sales visit"
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