BBVA

Solution

BBVA made ChatGPT a bank-wide operating capability by pairing rapid rollout with governance, leadership training, and secure experimentation. The bank first deployed access to thousands of employees, then quickly expanded as usage proved sticky, while involving security, legal, and compliance as launch partners rather than downstream reviewers. ChatGPT became the shared surface where employees create and reuse custom GPTs, access safe experimentation space, and adapt workflows close to the work instead of waiting on central teams. One example is an internal assistant in Peru that helps employees answer queries far faster than before, showing how local teams can turn the platform into business-specific tools. The program also included hands-on enablement for 250 senior leaders and a deliberate strategy to replace shadow AI with trusted, approved environments, allowing thousands of GPTs to be created and reused across the bank under the broader AI roadmap known as The Eight.

Data flow

Employees work inside ChatGPT instead of unmanaged tools, create Custom GPTs close to their teams, and share successful patterns across the bank. Local assistants such as the Peru workflow pull internal context into approved AI surfaces, then return faster answers and reusable productivity gains under governance and training programs.