BBVA is taking a decisive step in its digital transformation by embedding generative artificial intelligence directly into its core banking operations. The Spanish banking group is rolling out ChatGPT Enterprise across its global workforce, aiming to improve efficiency, strengthen risk analysis, and enhance customer service in a highly regulated industry.
BBVA
Rather than treating AI as an add-on, BBVA is integrating OpenAI’s technology into the day-to-day systems that power the bank. This approach reflects a broader shift in the financial sector, where the challenge is no longer whether to adopt AI, but how to generate clear and measurable value from it.
From pilot project to global deployment
BBVA began working with OpenAI in May 2024, starting with a controlled pilot involving 3,300 employees. The goal was to test real use cases and understand how generative AI could support everyday banking tasks. After several months of experimentation, the bank expanded access to around 11,000 staff members, making it one of the largest enterprise deployments of its kind in the financial industry.
The pilot phase delivered tangible results. Employees using ChatGPT Enterprise reported saving close to three hours per week on routine work such as drafting documents, summarizing information, and supporting internal collaboration. Engagement levels were also high, with more than 80 percent of users accessing the tools on a daily basis.
One notable outcome was the way staff adapted the technology to their own needs. Thousands of custom GPTs were created internally to handle specific administrative, analytical, and collaborative tasks. This bottom-up innovation helped BBVA identify practical applications that might not have emerged through a top-down rollout alone.
Reshaping banking operations with AI
The partnership with OpenAI goes well beyond productivity gains. BBVA plans to use generative AI to streamline risk analysis, an area that traditionally requires significant time and human resources. By supporting analysts with faster data processing and clearer insights, the bank aims to improve decision-making while maintaining strict oversight.
AI is also being applied to software development and internal support functions. Developers can use the tools to review code, generate documentation, and accelerate testing processes. At the same time, employees across departments gain access to AI-powered assistance for common questions and workflows, reducing friction in daily operations.
Carlos Torres Vila, Chairman of BBVA, described the initiative as a natural continuation of the bank’s digital strategy.
“We were pioneers in the digital and mobile transformation, and we are now entering the AI era with even greater ambition,” he said. “Our alliance with OpenAI accelerates the integration of artificial intelligence across the bank to create a smarter and more personalised banking experience.”
Security and compliance at the core
Deploying generative AI in banking comes with strict requirements around data protection, privacy, and regulatory compliance. BBVA’s global rollout of ChatGPT Enterprise includes enterprise-grade security controls designed to safeguard client information while allowing employees to use advanced AI models.
The deployment also enables the creation of internal AI agents that connect securely to BBVA’s existing systems. These agents are designed to operate within clearly defined boundaries, ensuring that sensitive data remains protected and that AI outputs can be audited when necessary.
To avoid a common pitfall of large technology rollouts, BBVA and OpenAI are working together on a structured adoption model. This includes tailored training programs to help employees understand not only how to use the tools, but also when and where they add the most value.
Enhancing the customer experience
BBVA’s AI strategy also extends to the customer-facing side of the business. The bank has already introduced “Blue,” a virtual assistant built on OpenAI models that allows customers to manage cards and accounts using natural language.
Looking ahead, BBVA plans to deepen this integration by enabling customers to interact with banking products directly through ChatGPT-based interfaces. The aim is to make everyday banking more intuitive, allowing clients to ask questions or complete tasks in plain language rather than navigating complex menus.
To support this ambition, BBVA has established a dedicated team that works closely with OpenAI’s product and research units. This direct collaboration is intended to speed up innovation and help the bank move toward what it describes as an “AI-native” operating model.
Sam Altman, CEO of OpenAI, said BBVA’s approach highlights how large financial institutions can adopt AI at scale.
“BBVA is a strong example of how a large bank can move with real ambition and speed,” he said. “By embedding our AI into its products and operations, BBVA aims to enhance the overall banking experience for its customers.”
A measured step into the AI era
BBVA’s integration of ChatGPT Enterprise shows how generative AI is shifting from experimentation to core infrastructure in banking. By focusing on measurable outcomes, security, and employee adoption, the bank is positioning itself to extract long-term value from AI while meeting regulatory expectations.
As financial institutions around the world explore similar paths, BBVA’s experience offers a practical example of how AI can be embedded responsibly into complex, mission-critical environments.
