BBVA puts AI at the core of banking with OpenAI

来源：OpenAI Blog
原文链接：https://openai.com/index/bbva
作者：OpenAI
日期：2026-06-11
分类：industry
标签：openai, banking, enterprise, bbva, chatgpt-enterprise
抓取时间：2026-06-15
抓取方式：opencli web read

English (Original)

BBVA puts AI at the core of banking with OpenAI

Through a strategic collaboration with OpenAI, BBVA is redesigning banking around AI across customer experience, operations, and work.

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
20,000+ custom GPTs built by employees

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 AI across every area of banking—delivering a smarter, more proactive, and fully personalized banking experience that anticipates each customer's needs."

— Carlos Torres Vila, BBVA Chairman

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.

"'The Eight' is about building a more proactive, intelligent and personalized bank. Working closely with OpenAI lets us rethink customer experience, operations, and employee capabilities at a scale we have never seen before."

— Antonio Bravo, BBVA AI Transformation Lead

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 view our investment in ChatGPT as an investment in our people. AI amplifies our potential and helps us work more efficiently and more creatively."

— Elena Alfaro, BBVA Global Head of AI Adoption

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.

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.

中文 (Translation)

BBVA 与 OpenAI 合作，将 AI 置于银行业务核心

通过与 OpenAI 的战略协作，BBVA 正在围绕"客户体验、运营、员工工作方式"重塑银行。

成效速览

全球约 10 万名员工使用 ChatGPT Enterprise
部署员工的周活跃率 70%+
每人每周节省约 3 小时
部分工作流效率提升最高达 80%
已为 250 名高管（含 CEO 与董事长）开展专项培训
员工自主搭建的专属 GPT 超过 2 万个

BBVA 创立于 1857 年，是一家全球性金融机构，业务遍及欧洲、墨西哥、南美、土耳其与美国，服务全球数千万客户。在过去十年引领了数字与移动银行之后，BBVA 正进入新阶段：围绕人工智能重塑银行业务。

为加速这一转型，BBVA 与 OpenAI 达成了战略协作，把 AI 整合到客户体验、运营、软件开发与员工日常工作的方方面面。这一合作标志着全球大型金融机构与 OpenAI 的伙伴关系进入新层级——双方团队将围绕共同目标与长期转型议程紧密协作。

到 2025 年底，这一合作演进为更广泛的战略联盟，核心是 BBVA 端到端 AI 转型路线图——"The Eight"：覆盖客户体验、对公业务、风险、运营、软件开发与员工生产力。

BBVA 并没有把 AI 当成"一项独立的技术项目"，而是在重新思考银行每一层的运作方式：客户如何与金融服务交互、员工如何做决策、风险如何被分析、运营如何被大规模执行。

"我们与 OpenAI 的联盟加速了 AI 在银行业务各个领域的原生整合，最终提供更智能、更主动、完全个性化的银行体验——能预判每一位客户的需求。"

— Carlos Torres Vila，BBVA 董事长

"'The Eight' 的目标，是打造一家更主动、更智能、更个性化的银行。与 OpenAI 紧密合作，让我们能以前所未有的规模重新思考客户体验、运营与员工能力。"

— Antonio Bravo，BBVA AI 转型负责人

从企业级采用，走向战略性转型

BBVA 与 OpenAI 的关系始于 2024 年——最初在多个国家和业务线面向 3,000 名员工部署 ChatGPT Enterprise。随着采用速度加快，BBVA 进一步把使用范围扩展到了整个组织。

如今，全球已有 10 万名员工使用 ChatGPT Enterprise，使 BBVA 成为金融行业内规模最大的生成式 AI 企业级采用者之一。

法务、风险、工程、运营、财务、市场、客服等团队把 ChatGPT 集成进日常工作流，验证了一个命题：生成式 AI 可以在高度受监管的组织中安全地规模化，并对业务带来可量化的运营影响。

对一家高度受监管的全球性银行来说，规模化推广 AI 远不止"发许可证"那么简单。BBVA 把 AI 采用战略建立在三大支柱之上：信任、治理、结构化学习。从一开始，BBVA 就把安全、法务、合规和技术团队拉到同一张桌子上，确保员工在清晰的治理框架内使用可信的 AI 工具。

银行没有放任员工私下试用消费级 AI 工具，而是选择提供企业级的安全访问和正式的赋能项目。

为支撑规模化采用，BBVA 构建了一套结构化的赋能体系：覆盖全行的"AI 大使"网络，以及内部被称为 AI "wizards" 的高级用户。这些团队牵头举办实操工作坊、帮助同事把 ChatGPT 融入日常工作，并持续识别组织内有价值的使用场景。

高层亲自参与也是采用提速的关键加速器。BBVA 为 250 名高管（含 CEO 与董事长）提供了专项培训；今天，执委会成员已是公司最活跃的 ChatGPT 用户之一。

"我们把对 ChatGPT 的投入视为对员工的投入。AI 放大了我们的潜力，让我们工作得更高效、更有创造力。"

— Elena Alfaro，BBVA 全球 AI 采用负责人

当员工在日常工作中看到真实价值后，采用速度就在组织内自发扩展开来。

让每个部门都拥有专家级知识

随着采用扩大，BBVA 各条线的员工开始为各自专业场景搭建专属 GPT——覆盖法务、风险、客服、财务、市场等场景。迄今为止，员工们已在组织内创建了 2 万多个 GPT，其中约 4,000 个被各团队高频复用。

信贷风险：BBVA 打造了 Credit Analysis Pro GPT，用于从年报、ESG 披露与媒体报道中抽取并分析非结构化数据——这些工作以往全靠人工、耗时漫长。自动化之后，分析师可以把更多时间放在战略分析、ESG 因素如何纳入风险模型等高价值工作上。
法务服务：BBVA 创建了零售银行业务法务助手 GPT，帮助响应分行经理每年发起的约 4 万件客户法务问询。GPT 从多个内部知识源中拉取信息生成草稿，把 9 人法务团队的人工检索时间大幅压缩。
墨西哥的客户体验助手 GPT 会分析成千上万条开放式客户调研反馈，加速情感分析、提炼关键主题，并给出可执行的改进建议。
秘鲁：超过 3,000 名员工正在使用一款内部 AI 助手，平均查询处理时间从约 7.5 分钟降到约 1 分钟，效率提升约 80%。

这些案例折射出 BBVA 内部正在发生的更深刻变化：从"个人生产力提升"，走向"银行交付服务、做出决策、规模化沉淀专业知识"的新底座。

领导力经验

把 AI 视为业务转型：BBVA 把 AI 当成对客户体验、运营与工作方式的全面重塑，而不是一项孤立的创新。
与领域专家一起构建：OpenAI 的前沿 AI 能力 + BBVA 深厚的银行业、风险、运营、客户体验积累，二者结合才能跑通。
从第一天起就考虑安全规模化：在一家全球金融机构里推进 AI 转型，需要一开始就具备可规模化的治理、数据架构与安全框架。
让员工真正用上 AI：把 AI 能力广泛铺到一线员工手里，员工才会真正成为银行转型的参与者。
让高层先学先用：当高管们亲自使用 AI 时，AI 采用才会真正加速。包含 CEO 与董事长在内的高管早期培训，能让 AI 上升为组织级战略议题。
从"被动响应"走向"主动服务"：长期目标不是"效率更高"，而是打造一个更智能、更个性化、能够预判客户需求的银行。

下一步

对 BBVA 而言，ChatGPT Enterprise 的采用只是宏大转型的一部分。借助 "The Eight" 路线图，BBVA 正在推进长期愿景——围绕 AI 重新设计银行：从客户经营到对公业务，从风险到运营，从软件开发到员工生产力。

在与 OpenAI 的紧密合作下，BBVA 持续探索 AI 如何帮助打造更主动、更智能、更个性化的银行体验，同时改善整个组织的工作方式。目标不是单纯"部署 AI 工具"，而是重新思考一家全球性银行在 AI 原生时代应当如何运作。