[{"data":1,"prerenderedAt":153},["ShallowReactive",2],{"uc-org-bbva":3},{"organization":4,"includeUnpublished":13,"evidence":14},{"slug":5,"name":6,"country":7,"region":8,"industry":9,"wikidata":10,"records":11,"useCases":11,"indexable":12},"bbva","BBVA","ES","europe","banking","Q806189",4,true,false,[15,45,92,119],{"title":16,"useCases":17,"organization":19,"vendors":20,"summary":24,"stage":25,"year":26,"channels":27,"languages":29,"metrics":31,"outcomeDisclosed":13,"sources":32,"verification":37,"grade":40,"id":41,"useCaseTitles":42},"BBVA: ChatGPT Enterprise assistant for internal audit data analysis",[18],"internal-audit-copilot",{"name":6,"anonymized":13,"country":7,"region":8,"industry":9,"wikidata":10},[21],{"name":22,"role":23},"OpenAI","model-provider","BBVA's Internal Audit team built a custom GPT inside ChatGPT Enterprise that guides auditors through checking audit data, running quality checks, designing analytical tests and interpreting results, and that writes reproducible Python or SQL code. Validation and conclusions stay with the auditors, and the assistant documents the constraints and record counts it used. BBVA's Global Head of Internal Audit gives a productivity expectation of around 10 percent for audits that need intensive data analysis, which is a forecast and not a measured result.","production",2026,[28],"internal-tools",[30],"en",[],[33],{"url":34,"title":35,"publisher":6,"date":36},"https:\u002F\u002Fwww.bbva.com\u002Fen\u002Finnovation\u002Fhow-bbva-uses-an-ai-assistant-to-analyze-data-in-internal-audit\u002F","How BBVA Uses An AI Assistant to Analyze Data in Internal Audit","2026-03-10",{"level":38,"checkedAt":39},"source-verified","2026-11-11","B","bbva-internal-audit-data-analysis-assistant",[43],{"slug":18,"title":44},"Generative AI copilot for internal audit",{"title":46,"useCases":47,"organization":49,"vendors":50,"summary":54,"stage":25,"year":26,"channels":55,"languages":60,"metrics":63,"outcomeDisclosed":12,"sources":79,"verification":87,"grade":40,"id":88,"useCaseTitles":89},"BBVA: generative AI copilots for contact centre agents in Italy and Germany",[48],"live-agent-assist",{"name":6,"anonymized":13,"country":7,"region":8,"industry":9,"wikidata":10},[51,53],{"name":6,"role":52},"in-house",{"name":22,"role":23},"BBVA's contact center teams in Italy and Germany, the group's two fully digital banks, built two generative AI assistants that agents use while answering customers by phone, email and in app messaging. Agents ask a question in natural language and get a draft answer from product and procedure documents, then check it before replying. The tool has no access to customer personal data, so cases that depend on a customer's own account stay with the agent. BBVA reports a cut of more than 15% in average handling time for the most common enquiries.",[56,57,58,59],"agent-desktop","voice","email","mobile-app",[61,62],"it","de",[64,73],{"kpi":65,"value":66,"unit":67,"qualifier":68,"period":69,"claimant":70,"quote":71,"sourceUrl":72},"handling-time-reduction",15,"percent","at-least","most common enquiries about products, services and general procedures","organization","This process speeds up query resolution by reducing the average handling time for each customer interaction by more than 15%.","https:\u002F\u002Fwww.bbva.com\u002Fen\u002Finnovation\u002Fbbva-cuts-customer-inquiry-response-times-by-more-than-15-in-italy-and-germany-thanks-to-ai\u002F",{"kpi":74,"value":75,"unit":76,"qualifier":68,"period":77,"claimant":70,"quote":78,"sourceUrl":72},"users-served",260,"count","customer service agents using the tool daily","Used daily by more than 260 customer service agents across both countries, the tool has no access to customers’ personal or sensitive data.",[80,83],{"url":72,"title":81,"publisher":6,"date":82},"BBVA Cuts Customer Inquiry Response Times by More Than 15% in Italy and Germany Thanks to AI","2026-07-31",{"url":84,"title":85,"publisher":86},"https:\u002F\u002Ffstech.co.uk\u002Ffst\u002FBBVA_Deploys_AI_Assistants_To_Cut_Customer_Response_Times.php","BBVA deploys AI assistants to cut customer response times","FStech",{"level":38,"checkedAt":39},"bbva-italy-germany-contact-centre-copilots",[90],{"slug":48,"title":91},"Real time AI assist for contact center agents",{"title":93,"useCases":94,"organization":96,"vendors":97,"summary":98,"stage":25,"year":26,"channels":99,"languages":100,"metrics":102,"outcomeDisclosed":12,"sources":109,"verification":113,"grade":40,"id":115,"useCaseTitles":116},"BBVA: generative AI virtual assistant for employee HR questions in Spain and Mexico",[95],"hr-and-policy-assistant",{"name":6,"anonymized":13,"country":7,"region":8,"industry":9,"wikidata":10},[],"BBVA's Talent and Culture area runs a generative AI virtual assistant that accompanies each employee in Spain and Mexico. It answers questions about products and processes such as flexible pay, benefits, career development and payroll, drawing on more than 2,500 documents as its knowledge source. BBVA reports more than 34,000 queries handled per month.",[28],[101],"Spanish",[103],{"kpi":104,"value":105,"unit":76,"qualifier":68,"period":106,"claimant":70,"quote":107,"sourceUrl":108},"interactions-handled",34000,"per month, reported April 2026","Disponible para los empleados en México y España, el asistente ya gestiona más de 34.000 consultas al mes utilizando más de 2.500 documentos como fuente de conocimiento.","https:\u002F\u002Fwww.bbva.com\u002Fes\u002Finnovacion\u002Fbbva-impulsa-la-adopcion-de-la-inteligencia-artificial-desde-el-talento\u002F",[110],{"url":108,"title":111,"publisher":6,"date":112},"BBVA impulsa la adopción de la inteligencia artificial desde el talento","2026-04-24",{"level":38,"checkedAt":114},"2026-11-12","bbva-employee-hr-virtual-assistant",[117],{"slug":95,"title":118},"AI assistant for HR and policy questions",{"title":120,"useCases":121,"organization":123,"vendors":124,"summary":126,"stage":127,"year":128,"channels":129,"languages":130,"metrics":131,"outcomeDisclosed":12,"sources":139,"verification":148,"grade":40,"id":149,"useCaseTitles":150},"BBVA: ChatGPT Enterprise for employees, 11,000 licenses",[122],"enterprise-knowledge-search",{"name":6,"anonymized":13,"country":7,"region":8,"industry":9,"wikidata":10},[125],{"name":22,"role":23},"BBVA gave employees 3,300 ChatGPT Enterprise licenses in May 2024 and raised the contract to 11,000 licenses in 2025. Staff use it for translations, document summaries, reports and more than 3,000 custom assistants, and a GPT Store inside the bank lists the assistants shared across the group. BBVA says 83% of licensed users use it at least once a day. Its page of April 2026 says the bank estimates about three hours saved per employee per week through the automation of repetitive tasks.","scaled",2024,[28],[],[132],{"kpi":133,"value":134,"unit":67,"qualifier":135,"period":136,"claimant":70,"quote":137,"sourceUrl":138},"employee-adoption",83,"exact","licensed users who use ChatGPT at least once a day, May 2025","Notably, 83% of licensed users use ChatGPT at least once a day, and over 3,000 assistants have been created","https:\u002F\u002Fwww.bbva.com\u002Fen\u002Finnovation\u002Fbbva-expands-its-agreement-with-openai-to-11000-chatgpt-licences-for-the-banks-employees\u002F",[140,142,147],{"url":138,"title":141,"publisher":6},"BBVA expands its agreement with OpenAI to 11",{"url":143,"title":144,"publisher":145,"date":146},"https:\u002F\u002Fwww.cio.com\u002Farticle\u002F3983083\u002Fbbva-despliega-11-000-licencias-de-chatgpt-enterprise-para-sus-empleados.html","BBVA despliega 11.000 licencias de ChatGPT Enterprise para sus empleados","CIO España","2025-05-12",{"url":108,"title":111,"publisher":6,"date":112},{"level":38,"checkedAt":114},"bbva-chatgpt-enterprise-employee-assistants",[151],{"slug":122,"title":152},"AI enterprise knowledge search for employees",1794572866420]