BBVA has taken a decisive step in the evolution of modern banking by embedding artificial intelligence directly into its core workflows through ChatGPT Enterprise, signalling a shift from experimental adoption to value-driven implementation across the financial sector. Rather than treating generative AI as a standalone productivity tool, the bank has chosen to integrate it deeply into everyday operations, aiming to enhance efficiency, risk management, software development, and customer experience at scale. This move positions BBVA among the most ambitious enterprise adopters of AI in global banking.
From AI Experimentation to Enterprise-Wide Deployment
For many large financial institutions, the real challenge with generative AI is not access but extracting measurable value. BBVA addressed this by starting with a controlled pilot in May 2024, distributing around 3,300 ChatGPT Enterprise accounts to employees across different functions. This initial phase was designed to test practical use cases, understand employee adoption patterns, and evaluate real productivity gains before committing to a broader rollout. Based on the success of this phase, BBVA expanded access to nearly 11,000 employees, marking one of the largest structured deployments of enterprise AI in banking so far.
Productivity Gains Driven by Real Use Cases
The intermediate rollout produced clear operational benefits that strengthened the business case for AI integration. Employees using ChatGPT Enterprise reported saving close to three hours per week on routine and repetitive tasks, a significant efficiency gain in a highly regulated and process-heavy industry. Engagement levels were equally notable, with over 80 percent of users accessing the tool daily. Beyond basic usage, staff created thousands of custom GPTs tailored to specific collaborative, analytical, and administrative needs. This organic, bottom-up innovation highlighted how practical value often emerges when employees are empowered to adapt AI tools to their workflows rather than relying solely on top-down directives.
Reshaping Banking Operations with AI
BBVA’s partnership with OpenAI extends beyond general productivity improvements and focuses on redefining how the bank operates internally. One of the key areas of impact is risk analysis, traditionally one of the most resource-intensive functions in banking. By integrating AI into this process, BBVA aims to improve speed, consistency, and decision support while maintaining regulatory compliance. The collaboration also targets software development, helping teams streamline coding, testing, and documentation, as well as enhancing internal employee support through AI-driven assistance embedded in daily tools. According to BBVA Chairman Carlos Torres Vila, the bank views this transition as a continuation of its earlier digital and mobile transformation, now evolving into an AI-native model that enables more proactive and personalised banking experiences for clients.
Security, Privacy, and Responsible AI in Banking
Deploying AI at scale in a heavily regulated environment requires robust safeguards, and BBVA has prioritised enterprise-grade security and privacy throughout the rollout. ChatGPT Enterprise is being implemented with strict controls to ensure that sensitive client data remains protected while employees benefit from advanced AI capabilities. The deployment includes secure internal agents that can connect to BBVA’s existing systems without exposing proprietary information. This approach allows the bank to modernise workflows while adhering to compliance standards that govern financial institutions worldwide.
Building Skills for Effective AI Adoption
Technology alone is not enough to drive transformation, which is why BBVA and OpenAI are collaborating on a structured adoption model supported by specialised training programmes. These initiatives are designed to equip employees with the skills needed to use AI tools effectively and responsibly. By focusing on education alongside deployment, BBVA aims to avoid a common enterprise pitfall where advanced software is underutilised due to a lack of practical understanding. This emphasis on capability-building reinforces the bank’s long-term commitment to AI as a core operational asset rather than a short-term experiment.
Enhancing the Customer Experience Through AI
AI integration at BBVA is not limited to internal processes; it also extends to customer-facing services. The bank has already introduced “Blue,” a virtual assistant powered by OpenAI models that allows customers to manage cards and accounts using natural language interactions. Looking ahead, BBVA plans to integrate more products and services so that customers can interact with the bank directly through ChatGPT-powered interfaces. To accelerate this transition, a dedicated BBVA team is working closely with OpenAI’s product and research units, ensuring faster innovation and closer alignment with the bank’s strategic goals.
A Step Toward an AI-Native Bank
OpenAI CEO Sam Altman has highlighted BBVA as a strong example of how large financial institutions can adopt AI with both speed and ambition. By embedding AI into the core of its products and operations, BBVA is moving toward an AI-native model where intelligent systems support decision-making, streamline workflows, and enhance customer engagement across the organisation. For the broader banking industry, this initiative demonstrates how generative AI can deliver tangible value when deployed thoughtfully, securely, and at scale, setting a benchmark for enterprise AI adoption in 2025.
