The Spanish banking group said it is embedding artificial intelligence across customer service, operations, software development and employee workflows to push toward an AI-native model.
BBVA said it has formed a strategic partnership with OpenAI to integrate artificial intelligence across customer service, business operations, software development and employee workflows, part of a broader push to redesign the bank around an AI-native operating model. The bank said the effort is aimed at reshaping how it runs areas including customer experience, commercial banking services, risk management, operational efficiency, software development and staff productivity. BBVA employees have already created more than 20,000 custom GPTs, with about 4,000 used frequently by teams in functions including legal, risk, customer service, finance and marketing.