BBVA将AI置于银行业务核心，与OpenAI合作

BBVA 成立于 1857 年，是一家全球性金融机构，为欧洲、墨西哥、南美洲、土耳其和美国的个人与企业提供支持，服务全球数千万客户。在过去十年引领数字和移动银行业务之后，BBVA 正进入一个新阶段：围绕人工智能重塑银行业务。

为加速这一转型，BBVA 与 OpenAI 建立了战略合作关系，旨在将人工智能整合到客户体验、运营、软件开发以及整个组织员工的日常工作中。这一合作标志着全球金融机构与 OpenAI 之间达到了新的合作水平，双方团队将共同致力于优先事项和长期转型计划。

到 2025 年底，这一合作已演变为更广泛的战略联盟，核心是“The Eight”——BBVA 的 AI 转型路线图，旨在从头到尾重新设计银行业务，涵盖客户体验、商业银行业务、风险、运营、软件开发以及员工生产力。

BBVA 并未将 AI 视为一项独立的技术计划，而是重新思考银行在组织各个层面的运作方式：客户如何与金融服务互动、员工如何决策、风险如何分析，以及运营如何大规模执行。

“我们与 OpenAI 的联盟加速了人工智能在整个银行中的原生整合，以创造更智能、更主动、完全个性化的银行体验，预见每位客户的需求。”

— Carlos Torres Vila，BBVA 董事长

该计划覆盖银行的各个层面：从能够预见客户需求的 AI 驱动金融助手，到帮助银行家和风险分析师做出更快、更明智决策的工具，再到自动化运营并加速整个组织软件开发的系统。

通过合作，OpenAI 与 BBVA 的工程、研究、产品开发和运营团队紧密协作，帮助在全球银行组织中安全地开发和扩展这些 AI 能力。

“‘The Eight’ 旨在构建一个更主动、更智能、更个性化的银行。与 OpenAI 的紧密合作使我们能够以前所未有的规模重新思考客户体验、运营和员工能力。”

— Antonio Bravo，BBVA AI 转型负责人

从企业采用到战略转型

BBVA 与 OpenAI 的合作始于 2024 年，最初向多个国家和业务领域的 3,000 名员工部署了 ChatGPT Enterprise。随着采用率自然增长，BBVA 将访问权限扩展至整个组织。

如今，全球超过 10 万名员工使用 ChatGPT Enterprise，使 BBVA 成为金融领域生成式 AI 的最大企业采用者之一。

法律、风险、工程、运营、财务、营销和客户服务等团队将 ChatGPT 整合到日常工作中。这一部署展示了生成式 AI 如何在高度监管的组织中安全扩展，同时在整个业务中带来可衡量的运营影响。

对于一家高度监管的全球银行来说，扩展 AI 需要的不仅仅是部署许可证。BBVA 围绕三个核心支柱构建了 AI 采用策略：信任、治理和结构化学习。从一开始，BBVA 就协调了安全、法律、合规和技术团队，确保员工在清晰的治理框架内使用可信的 AI 工具。

银行没有允许员工使用消费级 AI 工具进行未经授权的实验，而是选择提供安全的企业级访问权限和正式的赋能计划。

为支持大规模采用，BBVA 创建了一个结构化的赋能框架，包括一个全组织的 AI 倡导者网络，以及内部称为 AI“巫师”的高级用户。这些团队举办实践研讨会，帮助同事将 ChatGPT 整合到日常工作中，并在整个组织中识别有价值的用例。

领导层的参与成为采用的重要加速器。BBVA 为 250 名领导者（包括 CEO 和董事长）提供了专门培训，如今执行委员会成员是公司最活跃的 ChatGPT 用户之一。

“我们将对 ChatGPT 的投资视为对员工的投资。AI 放大了我们的潜力，帮助我们更高效、更具创造力。”

— Elena Alfaro，BBVA 全球 AI 采用负责人

一旦员工在日常工作中看到实际价值，采用率便在整个公司自然增长。

用专业知识赋能每个部门

随着采用范围的扩大，BBVA 的员工开始构建定制 GPT，以适应法律、风险、客户服务、财务和营销等专业工作流程。迄今为止，员工已在全组织创建了超过 20,000 个 GPT，其中约 4,000 个被全球团队频繁使用。

在信用风险领域，BBVA 开发了 Credit Analysis Pro GPT，通过从年报、ESG 披露和媒体报道中提取并分析非结构化数据来加速评估——这些工作以前是手动且耗时的。通过自动化这些任务，分析师可以专注于战略分析和更高价值的工作，包括如何将 ESG 因素纳入风险模型。

在法律服务领域，BBVA 创建了零售银行法律助手 GPT，帮助回应分行经理每年约 40,000 个与客户相关的法律咨询。该 GPT 从多个内部知识源中提取信息来起草回复，大幅减少了九人法律团队的手动研究时间。

在墨西哥，客户体验助手 GPT 分析了数千份开放式客户调查回复，加速了情感分析，揭示了关键主题，并推荐了有助于更快、更大规模改善客户体验的行动。

在秘鲁，超过 3,000 名员工现在使用内部 AI 助手，将平均查询处理时间从约 7.5 分钟缩短至约 1 分钟——效率提升约 80%。

这些例子展示了 BBVA 正在发生的更广泛转变。最初作为员工生产力提升的举措，正日益成为银行提供服务、做出决策和在整个组织扩展专业知识的基础。

“我们为学习和使用 AI 创造了一个安全的环境。”

— Elena Alfaro，BBVA 全球 AI 采用负责人

成果一览

• 全球范围内已有 10 万名员工使用 ChatGPT Enterprise
• 已部署员工中，周活跃使用率超过 70%
• 每位员工每周节省约 3 小时
• 特定工作流程效率提升高达 80%
• 250 名高级领导者接受培训，包括首席执行官和董事长
• 安全、法律与合规工作从第一天起就保持一致
• 员工主导的 AI 采用覆盖各业务职能
• “八大举措”下推进 8 项重大转型计划

领导力启示

• **将 AI 视为业务转型：**BBVA 将 AI 视为对客户体验、运营及全组织工作方式的重新设计，而非孤立的创新项目。
• **结合领域专长进行构建：**此次合作将 OpenAI 的前沿 AI 能力与 BBVA 在银行、风险、运营及客户体验领域的深厚专长相结合。
• **从第一天起实现安全规模化：**用 AI 改造全球金融机构，需要设计能够跨组织扩展的治理、数据架构及安全框架。
• **用 AI 赋能员工：**通过将 AI 能力广泛扩展至全体员工，BBVA 使员工成为银行转型的积极参与者。
• **尽早培训领导层：**当高级领导者亲自积极使用技术时，AI 的采用会加速。为高管（包括首席执行官和董事长）提供的早期培训项目，有助于将 AI 确立为全组织的战略优先事项。
• **从被动银行转向主动银行：**长期目标不仅是提升效率，更是打造能够预测客户需求的更智能、更个性化的银行体验。

下一步计划

对 BBVA 而言，ChatGPT Enterprise 的采用只是更宏大转型的一部分。通过“八大举措”，该银行正围绕 AI 重新设计银行业务的长期愿景——涵盖客户互动、商业银行、风险、运营、软件开发及员工生产力。

BBVA 正与 OpenAI 紧密合作，持续探索 AI 如何助力打造更主动、更智能、更个性化的银行体验，同时改善全组织的工作方式。其目标不仅是部署 AI 工具，更是重新思考一家全球银行在 AI 原生时代如何运营。

Founded in 1857, BBVA is a global financial institution supporting people and businesses across Europe, Mexico, South America, Turkey, and the U.S., serving tens of millions of customers worldwide. After pioneering digital and mobile banking over the last decade, BBVA is now entering a new phase: transforming banking around artificial intelligence.

To accelerate that transformation, BBVA and OpenAI have formed a strategic collaboration designed to integrate AI across customer experiences, operations, software development, and the day-to-day work of employees throughout the organization. The collaboration marks a new level of partnership between a global financial institution and OpenAI, with teams from both companies working together on shared priorities and long-term transformation initiatives.

By the end of 2025, that collaboration had evolved into a broader strategic alliance centered around "The Eight," BBVA's AI transformation roadmap for redesigning banking end-to-end—from customer experience and commercial banking to risk, operations, software development, and employee productivity.

Rather than approaching AI as a standalone technology initiative, BBVA is rethinking how the bank operates across every layer of the organization: how customers interact with financial services, how employees make decisions, how risk is analyzed, and how operations are executed at scale.

“Our alliance with OpenAI accelerates the native integration of artificial intelligence across the bank to create a smarter, more proactive, and completely personalized banking experience, anticipating the needs of every client.”

—Carlos Torres Vila, Chair of BBVA

The initiative spans every layer of the bank: from AI-powered financial assistants capable of anticipating customer needs, to tools that help bankers and risk analysts make faster and more informed decisions, to systems that automate operations and accelerate software development across the organization.

Through the collaboration, OpenAI is working closely with BBVA teams across engineering, research, product development, and operations to help develop and scale these AI capabilities securely across a global banking organization.

“‘The Eight’ is about building a more proactive, intelligent, and personalized bank. Working closely with OpenAI allows us to rethink customer experience, operations, and employee capabilities at a scale that was not possible before.”

—Antonio Bravo, Head of AI Transformation at BBVA

From enterprise adoption to strategic transformation

The relationship between BBVA and OpenAI began in 2024 with an initial deployment of ChatGPT Enterprise to 3,000 employees across multiple countries and business areas. As adoption accelerated organically, BBVA expanded access across the organization.

Today more than 100,000 employees globally use ChatGPT Enterprise, making BBVA one of the largest enterprise adopters of generative AI in the financial sector.

Teams across legal, risk, engineering, operations, finance, marketing, and customer service integrated ChatGPT into everyday workflows. The deployment demonstrated how generative AI could scale securely inside a highly regulated organization while delivering measurable operational impact across the business.

For a highly regulated global bank, scaling AI required more than simply deploying licenses. BBVA built its AI adoption strategy around three core pillars: trust, governance, and structured learning. From the beginning, BBVA aligned security, legal, compliance, and technology teams to ensure employees had access to trusted AI tools within clear governance frameworks.

Rather than allowing unauthorized experimentation with consumer AI tools, the bank chose to provide employees with secure enterprise-grade access and formal enablement programs.

To support adoption at scale, BBVA created a structured enablement framework that included an organization-wide AI champions network, along with advanced users known internally as AI “wizards.” These teams lead hands-on workshops, help colleagues integrate ChatGPT into everyday workflows, and identify valuable use cases across the organization.

Leadership participation became a major accelerator for adoption. BBVA provided specific training to 250 leaders, including the CEO and chairman, and today members of the executive committee are among the company's most active ChatGPT users.

“We consider our investment in ChatGPT an investment in our people. AI amplifies our potential and helps us be more efficient and creative.”

—Elena Alfaro, Head of Global AI Adoption at BBVA

Once employees began seeing practical value in their daily work, adoption expanded organically across the company.

Empowering every department with expert knowledge

As adoption expanded, employees across BBVA began building custom GPTs tailored to specialized workflows across legal, risk, customer service, finance, and marketing. To date, employees have created more than 20,000 GPTs across the organization, with approximately 4,000 used frequently by teams around the world.

In credit risk, BBVA developed Credit Analysis Pro GPT, which accelerates assessments by extracting and analyzing unstructured data from annual reports, ESG disclosures, and media coverage—work that was previously manual and time-intensive. By automating these tasks, analysts can focus more on strategic analysis and higher-value work, including how ESG factors are incorporated into risk models.

In legal services, BBVA created a Retail Banking Legal Assistant GPT to help respond to approximately 40,000 annual client-related legal inquiries received from branch managers. The GPT drafts responses by pulling from multiple internal knowledge sources, dramatically reducing manual research time for the nine-person legal team.

In Mexico, a Client Experience Assistant GPT analyzes thousands of open-ended customer survey responses, accelerating sentiment analysis, surfacing key themes, and recommending actions that help improve customer experience faster and at scale.

In Peru, more than 3,000 employees now use an internal AI assistant that has reduced average query handling times from approximately 7.5 minutes to around 1 minute—an efficiency improvement of roughly 80%.

These examples illustrate a broader shift underway at BBVA. What began as employee productivity gains is increasingly becoming a foundation for how the bank delivers services, makes decisions, and scales expertise across the organization.

“We created a secure environment for learning and using AI.”

—Elena Alfaro, Head of Global AI Adoption at BBVA

Results at a glance

• 100,000 employees using ChatGPT Enterprise globally
• 70%+ weekly active usage across deployed employees
• ~3 hours saved per employee, per week
• Up to 80% efficiency gains in selected workflows
• 250 senior leaders trained, including the CEO and chairman
• Security, legal, and compliance aligned from day one
• Employee-led AI adoption across business functions
• 8 major transformation initiatives under “The Eight”

Leadership lessons

• **Treat AI as business transformation:**BBVA approached AI as a redesign of customer experience, operations, and ways of working across the organization — not as a standalone innovation effort.
• **Build with domain expertise:**The collaboration combines OpenAI’s frontier AI capabilities with BBVA’s deep expertise in banking, risk, operations, and customer experience.
• **Scale securely from day one:**Transforming a global financial institution with AI requires governance, data architecture, and security frameworks designed to scale across the organization.
• **Empower employees with AI:**By extending AI capabilities broadly across the workforce, BBVA is enabling employees to become active participants in the bank’s transformation.
• **Train leadership early:**AI adoption accelerates when senior leaders actively use the technology themselves. Early training programs for executives — including the CEO and chairman — help establish AI as a strategic priority across the organization.
• **Move from reactive to proactive banking:**The long-term ambition is not simply greater efficiency, but a more intelligent and personalized banking experience capable of anticipating customer needs.

What’s next

For BBVA, ChatGPT Enterprise adoption is only one part of a much larger transformation. Through "The Eight," the bank is pursuing a long-term vision for redesigning banking around AI—from customer engagement and commercial banking to risk, operations, software development, and employee productivity.

Working closely with OpenAI, BBVA is continuing to explore how AI can help create a more proactive, intelligent, and personalized banking experience while improving how work gets done across the organization. The goal is not simply to deploy AI tools, but to rethink how a global bank operates in an AI-native era.