# BBVA: AI strategy

Source: https://www.bankingnewsai.com/banks/bbva
Last updated: Oct 5, 2026

*The most OpenAI-embedded large bank in Europe: ChatGPT Enterprise for the whole workforce, a shareholder stake in OpenAI's deployment company, Gemini alongside it, and a new top-level AI Transformation unit meant to industrialise AI agents.*

## How is BBVA using AI?

BBVA, the Spanish group that reported total assets of €965,426m at 30 June 2026, has the deepest public OpenAI relationship of any large European bank. It began with 3,300 ChatGPT Enterprise licences in May 2024, grew to 11,000 in May 2025, and on 12 December 2025 became a multi-year alliance that extends ChatGPT Enterprise to all 120,000 employees in 25 countries; by June 2026 OpenAI counted more than 100,000 employees using it, with about three hours a week saved per employee. In parallel BBVA gives the same workforce Google Gemini, runs a roadmap called 'The Eight' across customers, bankers, risk, operations, software development and employee agents, and on 28 May 2026 created a top-level AI Transformation area under Antonio Bravo to industrialise AI agents. It is also a founding partner and shareholder in OpenAI's Deployment Company (11 May 2026). On the Q2 2026 call (30 July) CEO Onur Genç said more than 100,000 colleagues actively use AI, announced a framework to create, deploy and manage agents at scale, and promised more detail at strategic talks on 6 October 2026. Customer-facing AI centres on Blue, the app assistant rebuilt on generative AI in February 2025 with 150 queries and transactions. BBVA's own page counts 1,127 AI use cases in production.

## At a glance

| Field | Value |
| --- | --- |
| Lead bank | Banco Bilbao Vizcaya Argentaria, S.A. |
| Ticker | BBVA (BME), BBVA (NYSE ADR) |
| Headquarters | Madrid, Spain |
| Home country | Spain |
| Total assets (as reported) | €965,426m total assets (Jun 30, 2026) |
| Charter | Spanish bank holding group (Banco Bilbao Vizcaya Argentaria, S.A.); supervised by the ECB under the Single Supervisory Mechanism, with the Bank of Spain as national authority |

## Flagship platform: ChatGPT Enterprise, BBVA Assistants and The Eight

BBVA's AI programme runs on three layers. For employees, ChatGPT Enterprise (rolled out from May 2024 and extended on 12 December 2025 to all 120,000 employees in 25 countries) and, since July 2025, Google Workspace with Gemini; OpenAI's June 2026 case study counts more than 20,000 custom GPTs, about 4,000 used frequently. For building, BBVA Assistants, which Finextra described in August 2026 as the Group's corporate generative-AI platform that combines OpenAI's models with access control, knowledge management and supervision mechanisms, and an MLOps architecture built with AWS inside ADA, the bank's global data and AI platform. For direction, 'The Eight', a roadmap of eight initiatives (six 'robots' including Blue, AI Banker, risk, operations, software development and a personal 'alter ego' for each employee, plus two enabling pillars, data and AI architecture), now steered by an AI Transformation area created on 28 May 2026 to industrialise how agents are created, deployed and managed. ([OpenAI](https://openai.com/index/bbva-collaboration-expansion/), [BBVA](https://www.bbva.com/en/innovation/bbva-and-openai-seal-a-strategic-alliance-to-redefine-banking-with-artificial-intelligence), [BBVA](https://bbva.com/en/innovation/bbva-deepens-partnership-with-google-cloud-to-innovate-with-ai), [OpenAI](https://openai.com/index/bbva/), [Finextra](https://finextra.com/newsarticle/48183/bbva-call-centre-staff-develop-and-deploy-ai-agents-to-speed-up-response-times), [BBVA](https://bbva.com/en/innovation/bbva-develops-a-new-technology-architecture-with-aws-to-accelerate-its-ai-solutions), [BBVA](https://www.bbva.com/en/innovation/bbva-deploys-the-eight-its-strategy-to-transform-the-financial-experience-with-ai/), [BBVA](https://bbva.com/en/innovation/bbva-accelerates-its-artificial-intelligence-strategy-with-a-global-area-ai-transformation))

## Key points

- OpenAI at scale: 3,300 ChatGPT Enterprise licences (May 2024), 11,000 (May 2025), then a multi-year alliance on 12 December 2025 extending ChatGPT Enterprise to all 120,000 employees in 25 countries, with joint teams, 'preferential access' to OpenAI's models and talent, and a planned digital 'alter ego' for every employee.
- Measured adoption: OpenAI's June 2026 case study reports about 100,000 employees on ChatGPT Enterprise, 70%-plus weekly active usage, about three hours saved per employee per week, more than 20,000 custom GPTs (about 4,000 in frequent use) and 250 senior leaders trained, including the CEO and chairman.
- Two model suppliers for staff: Google Workspace with Gemini, the Gemini app and NotebookLM were announced for the 100,000-plus workforce on 2 July 2025 behind a mandatory 'AI Express' course; BBVA says the Gemini Express course became the most widely attended training in its history in its first week, with more than 105,000 employees trained through the programme, and that AI training exceeded 280,000 hours in 2025.
- 'The Eight' (December 2025): six 'robots' (Blue, AI Banker, Risks, Operations and processes, Software development, and 'Connected', a personal agent for each employee) plus two pillars, data and AI architecture; Genç said on 4 June 2026 it was producing 50% time savings in software development and testing and a 78% cut in the time to record user complaints.
- Organisation: a global AI Transformation area, led by Antonio Bravo as Global Head of AI Transformation, was created on 28 May 2026 by combining the Data area with the technology capabilities needed to industrialise agents; the CEO told investors on 30 July 2026 that a common framework for agent governance, architecture, security and performance measurement is the 'key milestone'.
- Investor stake: BBVA is a founding partner of the OpenAI Deployment Company (11 May 2026; more than $4 billion in total investment); American Banker called BBVA 'an entrenched design partner'. OpenAI also gave BBVA access to its cyber-defence models on 12 May 2026, as reported by Reuters.
- Customers: Blue, the app assistant, was relaunched with generative AI on 20 February 2025 (150 queries and transactions, more than 3,000 questions); BBVA put a conversational app into ChatGPT for Italy and Germany (December 2025) and completed a first AI-agent-initiated card payment with Visa in Spain (2 July 2026).
- Bankers and operations: AI Banker (an hour saved per sales visit, 86% of users see significant value), AutoPF for financing (86% of business-banking agents in Spain), contact-centre copilots in Italy and Germany (more than 15% shorter handling time) and an internal-audit GPT (about 10% productivity expected on data-heavy audits).
- Talent and governance: more than 1,000 data scientists (August 2025), an AI Factory with hubs in Spain, Mexico and Türkiye that doubled to more than 400 professionals in August 2024, about 750 AI 'wizards', a responsible-AI framework of eight principles (July 2026) and human validation before AI writes to central databases; the 2025 Form 20-F names AI as both a competitive and a cyber risk.
- Credit risk lens: the CEO said BBVA built an 'AI transition indicator' for clients, with direct lending to software and IT services of around EUR 700-800 million; the CFO put data-centre exposure at 0.7% of EAD and technology at 0.5%.

## Timeline

- Sep 22, 2026 — **CEO: 'embracing this technology better than our competitors'** At Bank of America's CEO conference in London, Genç said Blue is evolving into a financial assistant and that the opportunity goes beyond cost efficiencies to revenue. ([BBVA](https://bbva.com/en/innovation/onur-genc-at-bbva-we-are-adopting-ai-better-than-our-competitors-just-as-we-did-with-digitalization))
- Aug 13, 2026 — **AI across commercial banking** Over 7,000 commercial-banking professionals use AI tools: Blue Enterprise, AI Banker (an hour saved per sales visit), AutoPF and the Akira Project for the software cycle. ([BBVA](https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes))
- Aug 4, 2026 — **Contact-centre copilots cut handling time by more than 15%** Two assistants built on BBVA Assistants by the Italian and German contact-centre teams serve 260 agents handling nearly 100,000 enquiries a month. ([Finextra](https://finextra.com/newsarticle/48183/bbva-call-centre-staff-develop-and-deploy-ai-agents-to-speed-up-response-times))
- Jul 30, 2026 — **Q2 2026 call: framework for agents at scale; AI transition indicator** Genç: more than 100,000 colleagues actively use AI; the bank is creating a common framework to create, deploy and manage agents; direct lending to software and IT services is around EUR 700-800 million. Strategic talks on AI are set for 6 October 2026. ([Yahoo Finance](https://finance.yahoo.com/quote/BBVA/earnings/BBVA-Q2-2026-earnings_call-550352.html))
- Jul 8, 2026 — **Responsible-AI framework of eight principles** Transparency, fairness, precision and accuracy, privacy, data quality, technological security, responsibility and training, and social and environmental commitment, applied through technology, governance mechanisms and training and aligned with the EU AI Act. ([BBVA](https://bbva.com/en/innovation/bbvas-eight-responsible-ai-principles))
- Jul 2, 2026 — **First AI-agent-initiated card payment with Visa** A live agentic-commerce transaction with real card credentials and an active merchant in Spain, using Visa Intelligent Commerce and Payment Passkeys for strong customer authentication. ([BBVA](https://bbva.com/en/innovation/bbva-completes-its-first-ai-agent-initiated-transaction-together-with-visa))
- Jun 11, 2026 — **OpenAI case study: about 100,000 users, 20,000 GPTs** OpenAI reports about 100,000 employees on ChatGPT Enterprise, 70%-plus weekly active usage, about three hours saved per week, and an internal assistant in Peru that cut query handling from about 7.5 minutes to about one. ([OpenAI](https://openai.com/index/bbva/))
- Jun 4, 2026 — **CEO at Money20/20: scaling agents is the priority** Genç reported 50% time savings in software development and testing and a 78% reduction in the time needed to record user complaints, and said all AI creation platforms will carry a cross-cutting security and responsible-use layer. ([BBVA](https://bbva.com/en/innovation/onur-genc-ai-will-transform-banking-for-the-better-the-key-lies-in-scaling-its-benefits-across-the-organization))
- May 28, 2026 — **AI Transformation area created** A top-level area led by Antonio Bravo combines the Data area with the technology capabilities to industrialise agent creation, with the aim of cutting agent development from months to weeks. ([BBVA](https://bbva.com/en/innovation/bbva-accelerates-its-artificial-intelligence-strategy-with-a-global-area-ai-transformation))
- May 12, 2026 — **Access to OpenAI cyber-defence models** BBVA was named among European companies granted OpenAI's latest models, including GPT-5.5-Cyber, under its Trusted Access for Cyber programme. ([Reuters](https://reuters.com/sustainability/boards-policy-regulation/openai-gives-european-companies-access-its-latest-models-bolster-resilience-2026-05-12))
- May 11, 2026 — **Founding partner of OpenAI's Deployment Company** OpenAI launched DeployCo with more than $4 billion of investment; BBVA and Goldman Sachs are among the 19 backers. BBVA says it is working with OpenAI on 'building a global architecture' designed to operate with agents. ([BBVA](https://bbva.com/en/innovation/bbva-joins-deployco-openais-new-company-to-accelerate-ai-enterprise-transformation), [Finextra](https://finextra.com/newsarticle/47744/bbva-and-goldman-sachs-back-new-openai-company), [American Banker](https://americanbanker.com/payments/news/bbva-and-goldman-sachs-invest-in-openais-new-venture))
- Apr 20, 2026 — **Harvard Business Review features BBVA's adoption model** BBVA-led authors describe how risk, legal and GDPR reviews were compressed into two months, 250 leaders were trained, and champions and wizards were created; all employees have access and over half use the tools weekly. ([BBVA](https://bbva.com/en/innovation/harvard-business-review-recognizes-bbva-as-a-benchmark-for-corporate-ai-adoption), [BBVA](https://bbva.com/en/innovation/bbva-drives-ai-adoption-through-talent))
- Mar 11, 2026 — **Internal-audit GPT** Audit built a GPT in ChatGPT Enterprise to systematise data analysis; its head expects productivity gains of around 10% in data-intensive audits. ([Finextra](https://finextra.com/newsarticle/47416/bbva-boosts-audit-productivity-with-ai-assistant))
- Feb 20, 2026 — **2025 Form 20-F lists AI as competitive and cyber risk** New technologies including artificial intelligence could erode the Group's business or require substantial investment; the 'prolific use' of AI has increased the risk of unauthorised access to BBVA's IT systems and client accounts. ([Banco Bilbao Vizcaya Argentaria (SEC filing)](https://www.sec.gov/Archives/edgar/data/842180/000162828026010001/bbva-20251231.htm))
- Feb 5, 2026 — **FY2025 results cite eight AI initiatives and the OpenAI partnership** The results press release furnished to the SEC says the bank has launched eight initiatives, including Digital Advisor (Blue) and an AI assistant for bankers, and stepped up deployment through the OpenAI partnership. ([Banco Bilbao Vizcaya Argentaria (SEC filing)](https://www.sec.gov/Archives/edgar/data/842180/000119312526038964/d63064d6k.htm))
- Dec 12, 2025 — **'The Eight' roadmap published** Eight initiatives across customer relations, risk, operations and technology, including Blue as the customer 'Advisor', AI Banker and a software-development copilot. ([BBVA](https://www.bbva.com/en/innovation/bbva-deploys-the-eight-its-strategy-to-transform-the-financial-experience-with-ai/))
- Dec 12, 2025 — **Strategic alliance with OpenAI; ChatGPT Enterprise to all 120,000 employees** Signed at OpenAI's San Francisco headquarters by Torres Vila and Sam Altman; joint investments, co-created solutions (a conversational assistant, tools for relationship managers, risk analysis, software development) and a digital 'alter ego' for each employee. ([BBVA](https://www.bbva.com/en/innovation/bbva-and-openai-seal-a-strategic-alliance-to-redefine-banking-with-artificial-intelligence), [OpenAI](https://openai.com/index/bbva-collaboration-expansion/), [Bloomberg](https://bloomberg.com/news/articles/2025-12-12/bbva-rolls-out-chatgpt-to-almost-all-employees-in-openai-deal), [Finextra](https://finextra.com/newsarticle/47048/bbva-doubles-down-on-chatgpt-with-openai-alliance))
- Dec 4, 2025 — **Conversational app built into ChatGPT** A concept app lets users ask about BBVA's products in Italy and Germany directly in ChatGPT; Finextra noted ChatGPT apps were not yet available in the EU. ([Finextra](https://finextra.com/newsarticle/47006/bbva-creates-conversational-app-built-into-chatgpt))
- Aug 7, 2025 — **More than 1,000 data scientists** The Analytics Transformation unit includes over 1,000 data scientists and more than 2,500 data specialists in the business areas. ([BBVA](https://bbva.com/en/innovation/bbva-surpasses-1000-data-scientists-and-strengthens-its-professional-development-model))
- Jul 2, 2025 — **Gemini for the whole workforce** Google Workspace with Gemini, the Gemini app and NotebookLM for the bank's over 100,000 employees, with a mandatory 'AI Express' course aligned with the EU AI Act; access is granted after training. ([BBVA](https://bbva.com/en/innovation/bbva-deepens-partnership-with-google-cloud-to-innovate-with-ai), [American Banker](https://americanbanker.com/news/how-bbva-is-using-ai-to-save-employees-3-hours-a-week))
- May 12, 2025 — **ChatGPT Enterprise grows to 11,000 licences** From 3,300 to 11,000 licences; employees reported saving 2.8 hours a week and 83% of licensed users used it at least daily. Finextra noted BBVA had been the first European bank to forge an alliance with OpenAI. ([BBVA](https://bbva.com/en/innovation/bbva-expands-its-agreement-with-openai-to-11000-chatgpt-licences-for-the-banks-employees), [Finextra](https://finextra.com/newsarticle/45978/bbva-expands-openai-agreement-to-11000-chatgpt-licences))
- Mar 5, 2025 — **Global AI Adoption area and 1,500 use cases** At Mobile World Congress, the head of Data for Business Clients said the bank had identified more than 1,500 ChatGPT use cases and set up a Global AI Adoption area alongside its AI Factory. ([BBVA](https://bbva.com/en/innovation/alvaro-martin-bbva-ai-is-changing-the-way-we-work-and-serve-our-customers))
- Feb 14, 2025 — **Blue rebuilt on generative AI** Rollout from 20 February in Spain with up to 150 queries and transactions and answers to over 3,000 questions, with guardrails keeping Blue to banking topics; a separate co-pilot for branch agents drew on more than 30,000 references. ([BBVA](https://bbva.com/en/innovation/for-the-first-time-in-spain-bbva-will-offer-ai-powered-account-and-card-management-with-its-virtual-assistant))
- Nov 20, 2024 — **Five months in: nearly 3,000 GPTs** OpenAI published a case study on BBVA; the bank said 83% of its first 3,000 ChatGPT Enterprise users were weekly users and that they had built nearly 3,000 GPTs, 700 of them in the BBVA GPT Store, including a retail-banking legal assistant and a credit-analysis GPT. ([BBVA](https://bbva.com/en/innovation/bbva-sparks-a-wave-of-innovation-among-its-employees-with-the-deployment-of-chatgpt-enterprise))
- Aug 13, 2024 — **AI Factory expands to Mexico and Türkiye** BBVA hired 230 AI professionals for new hubs, doubling the AI Factory to more than 400 people across three centres; projects included a fully conversational assistant and copilot tools for managers. ([BBVA](https://bbva.com/en/innovation/bbva-internationalizes-its-artificial-intelligence-factory-to-grow-its-ai-product-range))

## Where AI runs

| Use case | What | Status | Detail | Sources |
| --- | --- | --- | --- | --- |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | ChatGPT Enterprise for all employees | In production | About 100,000 employees using it (June 2026) against a 120,000-employee rollout; more than 20,000 GPTs, about 4,000 in frequent use; tools for building internal agents connected to BBVA systems. | [OpenAI](https://openai.com/index/bbva/), [OpenAI](https://openai.com/index/bbva-collaboration-expansion/) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | Google Workspace with Gemini, Gemini app and NotebookLM | In production | Offered to the whole workforce from July 2025 once employees complete the AI Express training. | [BBVA](https://bbva.com/en/innovation/bbva-deepens-partnership-with-google-cloud-to-innovate-with-ai), [BBVA](https://bbva.com/en/innovation/bbva-drives-ai-adoption-through-talent) |
| [Customer-facing chatbots](https://www.bankingnewsai.com/ai-regulation/by-use-case#customer-chatbots) | Blue, the customer assistant | In production | Generative-AI assistant in the BBVA app: 150 queries and transactions, over 3,000 questions, can send Bizum payments; Blue Enterprise serves business clients; the CEO says it is evolving into a financial assistant. | [BBVA](https://bbva.com/en/innovation/for-the-first-time-in-spain-bbva-will-offer-ai-powered-account-and-card-management-with-its-virtual-assistant), [BBVA](https://bbva.com/en/innovation/the-banker-names-bbva-best-technology-bank-in-western-europe-and-best-bank-fintech-partnership-for-its-strategic-agreement-with-openai), [BBVA](https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes), [BBVA](https://bbva.com/en/innovation/onur-genc-at-bbva-we-are-adopting-ai-better-than-our-competitors-just-as-we-did-with-digitalization) |
| [Customer-facing chatbots](https://www.bankingnewsai.com/ai-regulation/by-use-case#customer-chatbots) | BBVA app inside ChatGPT (Italy and Germany) | Pilot | Informational queries about products and services answered inside ChatGPT; presented as a concept app to evolve into a 'digital companion'. | [Finextra](https://finextra.com/newsarticle/47006/bbva-creates-conversational-app-built-into-chatgpt), [BBVA](https://www.bbva.com/en/innovation/bbva-and-openai-seal-a-strategic-alliance-to-redefine-banking-with-artificial-intelligence) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | AI Banker, AutoPF and contact-centre copilots | In production | AI Banker prepares client-meeting reports and saves about an hour per sales visit; AutoPF supports financing transactions (86% of agents in Spain); copilots in Italy and Germany cut handling time by over 15%. | [BBVA](https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes), [Finextra](https://finextra.com/newsarticle/48183/bbva-call-centre-staff-develop-and-deploy-ai-agents-to-speed-up-response-times) |
| [Credit scoring & underwriting](https://www.bankingnewsai.com/ai-regulation/by-use-case#credit-underwriting) | Credit Analysis Pro GPT | In production | Risk analysts' GPT that extracts and compares data from annual reports, ESG disclosures and media; analysts monitor the output for errors. | [BBVA](https://bbva.com/en/innovation/bbva-sparks-a-wave-of-innovation-among-its-employees-with-the-deployment-of-chatgpt-enterprise), [OpenAI](https://openai.com/index/bbva/) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | Retail-banking legal assistant GPT | In production | Helps a nine-attorney team answer about 40,000 legal questions a year from branch managers, many within 24 hours. | [BBVA](https://bbva.com/en/innovation/bbva-sparks-a-wave-of-innovation-among-its-employees-with-the-deployment-of-chatgpt-enterprise), [OpenAI](https://openai.com/index/bbva/) |
| [AI-generated code & coding agents](https://www.bankingnewsai.com/ai-regulation/by-use-case#ai-generated-code) | AI across the software cycle (Akira Project) | Rolling out | AI capabilities and agent systems throughout development; Genç cites 50% time savings in software development and testing. | [BBVA](https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes), [BBVA](https://bbva.com/en/innovation/onur-genc-ai-will-transform-banking-for-the-better-the-key-lies-in-scaling-its-benefits-across-the-organization) |
| [Model risk management](https://www.bankingnewsai.com/ai-regulation/by-use-case#model-risk) | MLOps architecture with AWS inside ADA | Rolling out | Automates validation, traceability and control for models, with a centralised audit trail; pilots cut development time by 20% to 75% and infrastructure cost by 40% to 55%. | [BBVA](https://bbva.com/en/innovation/bbva-develops-a-new-technology-architecture-with-aws-to-accelerate-its-ai-solutions) |
| [AI governance (general)](https://www.bankingnewsai.com/ai-regulation/by-use-case#governance-general) | Responsible-AI framework and AI transition indicator | In production | Eight principles implemented through technology, governance and training; the AI transition indicator reviews every client's vulnerability to AI disruption. | [BBVA](https://bbva.com/en/innovation/bbvas-eight-responsible-ai-principles), [Yahoo Finance](https://finance.yahoo.com/quote/BBVA/earnings/BBVA-Q2-2026-earnings_call-550352.html) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | AI-agent payments with Visa | Pilot | A live agent-initiated card purchase used tokenisation, real-time fraud monitoring and passkeys; BBVA says it is exploring how to deliver such experiences at scale. | [BBVA](https://bbva.com/en/innovation/bbva-completes-its-first-ai-agent-initiated-transaction-together-with-visa) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | Generative AI over customer conversations | In production | Analysis of phone and chat transcripts in Spain and of more than 220,000 monthly calls in Mexico to find reasons for contact, 'deployed in compliance with applicable data protection regulations'. | [BBVA](https://bbva.com/en/innovation/bbva-goes-beyond-satisfaction-surveys-and-uses-ai-to-measure-the-real-customer-experience) |
| [Cybersecurity](https://www.bankingnewsai.com/ai-regulation/by-use-case#cybersecurity) | OpenAI cyber-defence models | Pilot | Access to OpenAI's latest models, including GPT-5.5-Cyber, through the Trusted Access for Cyber programme. | [Reuters](https://reuters.com/sustainability/boards-policy-regulation/openai-gives-european-companies-access-its-latest-models-bolster-resilience-2026-05-12) |

## Disclosed numbers

| Measure | Value | As of | Sources |
| --- | --- | --- | --- |
| Total assets (BBVA Group) | €965,426m | Jun 30, 2026 | [BBVA](https://shareholdersandinvestors.bbva.com/informes/2q26-report-main-data) |
| ChatGPT Enterprise licences, May 2024 / May 2025 / full rollout | 3,300 / 11,000 / 120,000 employees in 25 countries | Dec 12, 2025 | [BBVA](https://bbva.com/en/innovation/bbva-expands-its-agreement-with-openai-to-11000-chatgpt-licences-for-the-banks-employees), [OpenAI](https://openai.com/index/bbva-collaboration-expansion/) |
| Employees using ChatGPT Enterprise | About 100,000 (70%-plus weekly active; about 3 hours saved per employee per week) | Jun 11, 2026 | [OpenAI](https://openai.com/index/bbva/) |
| Custom GPTs created | More than 20,000 (about 4,000 used frequently) | Jun 11, 2026 | [OpenAI](https://openai.com/index/bbva/) |
| AI use cases identified by teams / considered relevant | More than 8,000 active / around 700 | Apr 30, 2026 | [BBVA](https://bbva.com/en/innovation/bbva-drives-ai-adoption-through-talent) |
| AI use cases in production | 1,127 | Jul 14, 2026 | [BBVA](https://bbva.com/en/innovation/data-innovation) |
| Employees using AI tools | 70% monthly, more than half weekly; savings of two to three hours per employee per week | May 6, 2026 | [BBVA](https://bbva.com/en/innovation/the-banker-names-bbva-best-technology-bank-in-western-europe-and-best-bank-fintech-partnership-for-its-strategic-agreement-with-openai) |
| Employees trained / training hours | More than 105,000 in the Gemini Express course; over 280,000 AI-training hours in 2025 | Apr 30, 2026 | [BBVA](https://bbva.com/en/innovation/bbva-drives-ai-adoption-through-talent) |
| Senior leaders trained in AI | 250, including the CEO and the Chair | Apr 20, 2026 | [BBVA](https://bbva.com/en/innovation/harvard-business-review-recognizes-bbva-as-a-benchmark-for-corporate-ai-adoption) |
| Data scientists / data specialists in business areas | More than 1,000 / more than 2,500 | Aug 7, 2025 | [BBVA](https://bbva.com/en/innovation/bbva-surpasses-1000-data-scientists-and-strengthens-its-professional-development-model) |
| Software development and testing time savings (CEO) | 50% | Jun 4, 2026 | [BBVA](https://bbva.com/en/innovation/onur-genc-ai-will-transform-banking-for-the-better-the-key-lies-in-scaling-its-benefits-across-the-organization) |
| Time to record user complaints (CEO) | 78% reduction | Jun 4, 2026 | [BBVA](https://bbva.com/en/innovation/onur-genc-ai-will-transform-banking-for-the-better-the-key-lies-in-scaling-its-benefits-across-the-organization) |
| Contact-centre handling time, Italy and Germany | More than 15% shorter (260 agents; nearly 100,000 enquiries a month) | Aug 4, 2026 | [Finextra](https://finextra.com/newsarticle/48183/bbva-call-centre-staff-develop-and-deploy-ai-agents-to-speed-up-response-times) |
| AI Banker / AutoPF | About one hour saved per sales visit, 86% of users see significant value / used by 86% of business-banking agents in Spain, over 34,000 conversations | Aug 13, 2026 | [BBVA](https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes) |
| MLOps development time / infrastructure cost (pilots) | Down 20% to 75% / down 40% to 55% | Jun 5, 2026 | [BBVA](https://bbva.com/en/innovation/bbva-develops-a-new-technology-architecture-with-aws-to-accelerate-its-ai-solutions) |
| Direct lending to software and IT services | Around EUR 700-800 million; data-centre exposure 0.7% of EAD; technology 0.5% | Jul 30, 2026 | [Yahoo Finance](https://finance.yahoo.com/quote/BBVA/earnings/BBVA-Q2-2026-earnings_call-550352.html) |

## Quotes

> "We were pioneers in the digital and mobile transformation, and we are now entering the AI era with even greater ambition." — Carlos Torres Vila, Chair, Dec 12, 2025 ([BBVA](https://www.bbva.com/en/innovation/bbva-and-openai-seal-a-strategic-alliance-to-redefine-banking-with-artificial-intelligence))

> "This is a key milestone in the industrialization of AI agents across BBVA." — Onur Genç, Chief Executive Officer, Jul 30, 2026 ([Yahoo Finance](https://finance.yahoo.com/quote/BBVA/earnings/BBVA-Q2-2026-earnings_call-550352.html))

> "We do believe we are embracing this technology better than our competitors" — Onur Genç, Chief Executive Officer, Sep 22, 2026 ([BBVA](https://bbva.com/en/innovation/onur-genc-at-bbva-we-are-adopting-ai-better-than-our-competitors-just-as-we-did-with-digitalization))

> "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, Jun 11, 2026 ([OpenAI](https://openai.com/index/bbva/))

> "turning that potential into lasting enterprise transformation demands the right talent, capabilities, and partners to help organizations capture its value structurally and at scale." — Antonio Bravo, Head of Data, May 11, 2026 ([BBVA](https://bbva.com/en/innovation/bbva-joins-deployco-openais-new-company-to-accelerate-ai-enterprise-transformation))

> "We believe AI can become a powerful engine for innovation and value creation for clients and, ultimately, generate significantly greater value for our shareholders." — Luisa Gómez Bravo, Global Head of Finance, Jun 3, 2026 ([BBVA](https://bbva.com/en/innovation/luisa-gomez-bravo-bbva-ai-can-become-a-driver-of-innovation-for-clients-and-generate-significantly-greater-value-for-our-shareholders))

## Who runs AI

- **Carlos Torres Vila** — Chair ([BBVA](https://www.bbva.com/en/innovation/bbva-and-openai-seal-a-strategic-alliance-to-redefine-banking-with-artificial-intelligence), [BBVA](https://bbva.com/en/innovation/bbva-accelerates-its-artificial-intelligence-strategy-with-a-global-area-ai-transformation))
- **Onur Genç** — Chief Executive Officer ([Yahoo Finance](https://finance.yahoo.com/quote/BBVA/earnings/BBVA-Q2-2026-earnings_call-550352.html), [BBVA](https://bbva.com/en/innovation/onur-genc-ai-will-transform-banking-for-the-better-the-key-lies-in-scaling-its-benefits-across-the-organization))
- **Antonio Bravo** — Global Head of AI Transformation (from 28 May 2026); previously Global Head of Data ([BBVA](https://bbva.com/en/innovation/bbva-accelerates-its-artificial-intelligence-strategy-with-a-global-area-ai-transformation), [BBVA](https://bbva.com/en/innovation/the-banker-names-bbva-best-technology-bank-in-western-europe-and-best-bank-fintech-partnership-for-its-strategic-agreement-with-openai))
- **Elena Alfaro** — Global Head of AI Adoption ([BBVA](https://bbva.com/en/innovation/bbva-expands-its-agreement-with-openai-to-11000-chatgpt-licences-for-the-banks-employees), [Finextra](https://finextra.com/newsarticle/48183/bbva-call-centre-staff-develop-and-deploy-ai-agents-to-speed-up-response-times))
- **Ignacio Teulón** — Global Head of BBVA AI Factory (as of August 2024) ([BBVA](https://bbva.com/en/innovation/bbva-internationalizes-its-artificial-intelligence-factory-to-grow-its-ai-product-range))
- **Carlos Casas** — Global Head of Engineering ([BBVA](https://bbva.com/en/innovation/the-banker-names-bbva-best-technology-bank-in-western-europe-and-best-bank-fintech-partnership-for-its-strategic-agreement-with-openai))
- **Luisa Gómez Bravo** — Group CFO and Global Head of Finance (a CFO transition was discussed on the Q2 2026 call) ([Yahoo Finance](https://finance.yahoo.com/quote/BBVA/earnings/BBVA-Q2-2026-earnings_call-550352.html), [BBVA](https://bbva.com/en/innovation/luisa-gomez-bravo-bbva-ai-can-become-a-driver-of-innovation-for-clients-and-generate-significantly-greater-value-for-our-shareholders))
- **Jaime Sáenz de Tejada** — Global Head of Commercial Banking ([BBVA](https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes))
- **Murat Kalkan** — Global Head, Digital Banks ([Finextra](https://finextra.com/newsarticle/47006/bbva-creates-conversational-app-built-into-chatgpt))
- **Juan Ortigosa** — Global Head of Workplace ([BBVA](https://bbva.com/en/innovation/bbva-deepens-partnership-with-google-cloud-to-innovate-with-ai))
- **Cayetano Gea-Carrasco** — Head of Analytics Transformation ([BBVA](https://bbva.com/en/innovation/bbva-surpasses-1000-data-scientists-and-strengthens-its-professional-development-model))
- **Clara Higuera** — Responsible AI Lead ([BBVA](https://bbva.com/en/innovation/responsible-ai-is-not-just-about-regulation-it-starts-in-the-design))
- **Aila Jiménez** — Head of Talent & Culture Transformation and Data ([BBVA](https://bbva.com/en/innovation/bbva-drives-ai-adoption-through-talent))
- **Carlos Sanz-Pastor** — Global Head, Internal Audit ([Finextra](https://finextra.com/newsarticle/47416/bbva-boosts-audit-productivity-with-ai-assistant))

## Regulators it answers to

- [ECB](https://www.bankingnewsai.com/ai-regulation/ecb) — BBVA is a significant institution under direct ECB banking supervision; the ECB's 2026-28 priorities cover digitalisation and AI-related risk, which reaches ChatGPT Enterprise, Gemini and agent platforms used by 100,000-plus staff. See [SSM supervisory priorities 2026–28](https://www.bankingnewsai.com/ai-regulation/documents/ecb-ssm-supervisory-priorities-2026-28), [ECB 'Dear CEO' letter on AI-enabled cybersecurity threats (SSM-2026-0301)](https://www.bankingnewsai.com/ai-regulation/documents/ecb-letter-ai-enabled-cybersecurity-threats-2026).
- [EU AI Act](https://www.bankingnewsai.com/ai-regulation/eu-ai-act) — BBVA built its AI Express course around the EU AI Act and cites the Act in its responsible-AI framework; Blue, credit-analysis tools and any EU credit-scoring models fall within the Act's risk tiers. See [Regulation (EU) 2024/1689](https://www.bankingnewsai.com/ai-regulation/documents/eu-ai-act-regulation-2024-1689), [EBA factsheet on the AI Act](https://www.bankingnewsai.com/ai-regulation/documents/eba-ai-act-factsheet-banking-payments-2025).
- [EBA](https://www.bankingnewsai.com/ai-regulation/eba) — The EBA's work on AI adoption, loan-origination guidelines and the AI Act mapping for banks shapes the risk-analysis and credit-assessment tools BBVA is building with OpenAI. See [EBA report: Rising application of AI in EU banking and payments (Sep 2025)](https://www.bankingnewsai.com/ai-regulation/documents/eba-ai-adoption-report-2025), [EBA Guidelines on loan origination and monitoring (EBA/GL/2020/06)](https://www.bankingnewsai.com/ai-regulation/documents/eba-gl-2020-06-loan-origination-monitoring).
- [FSB](https://www.bankingnewsai.com/ai-regulation/fsb) — A globally active group concentrating AI supply on OpenAI, Google and AWS sits inside the FSB's AI-monitoring and third-party-risk work. See [FSB AI monitoring report (Oct 2025)](https://www.bankingnewsai.com/ai-regulation/documents/fsb-monitoring-ai-adoption-vulnerabilities-2025), [FSB AI sound practices consultation (June 2026)](https://www.bankingnewsai.com/ai-regulation/documents/fsb-ai-sound-practices-consultation-2026).
- [Basel Committee](https://www.bankingnewsai.com/ai-regulation/basel-committee) — Risk-data aggregation (BCBS 239) and the Basel third-party risk principles apply to the data platform ADA and the vendor chain behind BBVA's agent architecture. See [BCBS 239](https://www.bankingnewsai.com/ai-regulation/documents/bcbs-239), [BCBS Third-Party Risk Principles (Dec 2025)](https://www.bankingnewsai.com/ai-regulation/documents/bcbs-third-party-risk-principles-2025).
- Banco de España — Spain's national supervisor and BBVA's home market, where Blue, AI Banker and the agent-initiated card payment with Visa were launched.
- Comisión Nacional Bancaria y de Valores (Mexico) — Mexico is a core market for the bank's AI work: AI analyses more than 220,000 monthly customer calls there and AI has cut the time spent resolving client claims there by 30%, according to The Banker.

## What the record suggests

### Read the adoption numbers like for like

BBVA's headline is stated at least four ways: 120,000 employees in the rollout (December 2025), about 100,000 on ChatGPT Enterprise (OpenAI, June 2026), more than 100,000 'actively using AI' (CEO, July 2026) and 70% monthly, over half weekly (The Banker, May 2026). Each is sourced, but they measure licences, users and frequency, and are not interchangeable.

### The next question is agents, not chat

With the AI Transformation area, the framework for agents promised on the Q2 call and the strategic talks scheduled for 6 October 2026, BBVA has moved from tool adoption to who owns agent governance, cost and performance. The October session is where the architecture, targets and any financial quantification would be tested.

### The OpenAI relationship is commercial, operational and financial

BBVA is a customer, a co-development partner, a DeployCo shareholder and a recipient of OpenAI's cyber models, while also giving staff Gemini and running MLOps on AWS. That is diversification at the tool layer and concentration in the strategic partner, a combination third-party-risk supervisors tend to look at closely.

### Productivity is claimed, financial impact is not yet

The 'about three hours a week' figure recurs across 2025 and 2026 sources, but BBVA's Global Head of Finance said on 3 June 2026 that it is too early to quantify AI's full financial potential, although gains are visible in software development, operations and internal processes. Revenue upside is framed as potential.

### AI is also treated as a credit exposure

The AI transition indicator, the EUR 700-800 million of direct lending to software and IT services, and the 0.7% data-centre exposure disclosed on the Q2 call show BBVA analysing AI disruption in its loan book as well as using AI in its operations, which few peers have quantified publicly.

## FAQ

### Does BBVA use ChatGPT?

Yes. BBVA gave employees 3,300 ChatGPT Enterprise licences in May 2024, expanded to 11,000 in May 2025, and on 12 December 2025 signed a multi-year alliance with OpenAI to extend ChatGPT Enterprise to all 120,000 employees in 25 countries. OpenAI's June 2026 case study counts about 100,000 employees using it, with about three hours saved per employee per week and more than 20,000 custom GPTs created.

### What is BBVA's AI strategy 'The Eight'?

'The Eight' is a roadmap of eight initiatives published in December 2025: six 'robots' (Blue as the customer advisor, AI Banker, Risks, Operations and processes, Software development, and Connected, a personal agent for each employee) and two enabling pillars, data and AI architecture. On 28 May 2026 BBVA created an AI Transformation area to industrialise how agents are created, deployed and managed beyond the initial eight.

### What is Blue at BBVA?

Blue is BBVA's virtual assistant in its app. A generative-AI version rolled out in Spain from 20 February 2025 with up to 150 queries and transactions and answers to more than 3,000 questions, restricted to banking topics with guardrails. OpenAI says Blue is built on its models, and BBVA's CEO said on 22 September 2026 it is evolving into a financial assistant that anticipates customer needs.

### Who leads AI at BBVA?

Antonio Bravo is Global Head of AI Transformation, a top-level area created on 28 May 2026 that combines the Data area with the technology capabilities for AI agents; he was previously Global Head of Data. Elena Alfaro is Global Head of AI Adoption, Carlos Casas is Global Head of Engineering and Clara Higuera is Responsible AI Lead; CEO Onur Genç and Chair Carlos Torres Vila front the strategy.

### Is BBVA an investor in OpenAI?

BBVA is a founding partner and shareholder in the OpenAI Deployment Company, launched on 11 May 2026 with more than $4 billion in total investment from OpenAI and 18 other firms, according to BBVA's release. American Banker reported on 14 May 2026 that BBVA and Goldman Sachs are among the investors and described BBVA as an entrenched design partner.

## Sources (40)

1. BBVA and OpenAI Seal a Strategic Alliance to Redefine Banking with Artificial Intelligence — BBVA, Dec 12, 2025. https://www.bbva.com/en/innovation/bbva-and-openai-seal-a-strategic-alliance-to-redefine-banking-with-artificial-intelligence
2. BBVA and OpenAI collaborate to transform global banking — OpenAI, Dec 12, 2025. https://openai.com/index/bbva-collaboration-expansion/
3. BBVA Rolls Out ChatGPT to Almost All Employees in OpenAI Deal — Bloomberg, Dec 12, 2025. https://bloomberg.com/news/articles/2025-12-12/bbva-rolls-out-chatgpt-to-almost-all-employees-in-openai-deal
4. BBVA doubles down on ChatGPT with OpenAI alliance — Finextra, Dec 15, 2025. https://finextra.com/newsarticle/47048/bbva-doubles-down-on-chatgpt-with-openai-alliance
5. BBVA creates conversational app built into ChatGPT — Finextra, Dec 4, 2025. https://finextra.com/newsarticle/47006/bbva-creates-conversational-app-built-into-chatgpt
6. BBVA expands its agreement with OpenAI to 11,000 ChatGPT licences for the bank's employees — BBVA, May 12, 2025. https://bbva.com/en/innovation/bbva-expands-its-agreement-with-openai-to-11000-chatgpt-licences-for-the-banks-employees
7. BBVA expands OpenAI agreement to 11,000 ChatGPT licences — Finextra, May 14, 2025. https://finextra.com/newsarticle/45978/bbva-expands-openai-agreement-to-11000-chatgpt-licences
8. BBVA sparks a wave of innovation among its employees with the deployment of ChatGPT Enterprise — BBVA, Nov 20, 2024. https://bbva.com/en/innovation/bbva-sparks-a-wave-of-innovation-among-its-employees-with-the-deployment-of-chatgpt-enterprise
9. For the first time in Spain, BBVA will offer AI-powered account and card management with its virtual assistant — BBVA, Feb 14, 2025. https://bbva.com/en/innovation/for-the-first-time-in-spain-bbva-will-offer-ai-powered-account-and-card-management-with-its-virtual-assistant
10. BBVA opens two new artificial intelligence hubs in Mexico and Türkiye — BBVA, Aug 13, 2024. https://bbva.com/en/innovation/bbva-internationalizes-its-artificial-intelligence-factory-to-grow-its-ai-product-range
11. Álvaro Martín (BBVA): "AI is changing the way we work and serve our customers" — BBVA, Mar 5, 2025. https://bbva.com/en/innovation/alvaro-martin-bbva-ai-is-changing-the-way-we-work-and-serve-our-customers
12. BBVA deepens partnership with Google Cloud to innovate with AI — BBVA, Jul 2, 2025. https://bbva.com/en/innovation/bbva-deepens-partnership-with-google-cloud-to-innovate-with-ai
13. How BBVA is using AI to save employees 3 hours a week — American Banker, Jul 3, 2025. https://americanbanker.com/news/how-bbva-is-using-ai-to-save-employees-3-hours-a-week
14. BBVA surpasses 1,000 data scientists, and strengthens its professional development model — BBVA, Aug 7, 2025. https://bbva.com/en/innovation/bbva-surpasses-1000-data-scientists-and-strengthens-its-professional-development-model
15. BBVA deploys 'The Eight,' its strategy to transform the financial experience with AI — BBVA, Dec 12, 2025. https://www.bbva.com/en/innovation/bbva-deploys-the-eight-its-strategy-to-transform-the-financial-experience-with-ai/
16. Form 6-K (February 2026): BBVA posts record profit of €10.5 billion in 2025 and will distribute a dividend of more than €5.2 billion — Banco Bilbao Vizcaya Argentaria (SEC filing), Feb 5, 2026. https://www.sec.gov/Archives/edgar/data/842180/000119312526038964/d63064d6k.htm
17. Form 20-F annual report for the fiscal year ended December 31, 2025 — Banco Bilbao Vizcaya Argentaria (SEC filing), Feb 20, 2026. https://www.sec.gov/Archives/edgar/data/842180/000162828026010001/bbva-20251231.htm
18. BBVA boosts audit productivity with AI assistant — Finextra, Mar 11, 2026. https://finextra.com/newsarticle/47416/bbva-boosts-audit-productivity-with-ai-assistant
19. Responsible AI Is Not Just About Regulation—It Starts in the Design — BBVA, Mar 23, 2026. https://bbva.com/en/innovation/responsible-ai-is-not-just-about-regulation-it-starts-in-the-design
20. Harvard Business Review Recognizes BBVA as a Benchmark for Corporate AI Adoption — BBVA, Apr 20, 2026. https://bbva.com/en/innovation/harvard-business-review-recognizes-bbva-as-a-benchmark-for-corporate-ai-adoption
21. BBVA drives AI adoption through talent — BBVA, Apr 30, 2026. https://bbva.com/en/innovation/bbva-drives-ai-adoption-through-talent
22. The Banker names BBVA Best Technology Bank in Western Europe and Recognises Its Partnership with OpenAI — BBVA, May 6, 2026. https://bbva.com/en/innovation/the-banker-names-bbva-best-technology-bank-in-western-europe-and-best-bank-fintech-partnership-for-its-strategic-agreement-with-openai
23. BBVA joins OpenAI's new company to accelerate AI enterprise transformation — BBVA, May 11, 2026. https://bbva.com/en/innovation/bbva-joins-deployco-openais-new-company-to-accelerate-ai-enterprise-transformation
24. BBVA and Goldman Sachs back new OpenAI company — Finextra, May 13, 2026. https://finextra.com/newsarticle/47744/bbva-and-goldman-sachs-back-new-openai-company
25. BBVA and Goldman Sachs invest in OpenAI's new venture — American Banker, May 14, 2026. https://americanbanker.com/payments/news/bbva-and-goldman-sachs-invest-in-openais-new-venture
26. OpenAI gives European companies access to its latest models to bolster resilience — Reuters, May 12, 2026. https://reuters.com/sustainability/boards-policy-regulation/openai-gives-european-companies-access-its-latest-models-bolster-resilience-2026-05-12
27. BBVA Accelerates Its Artificial Intelligence Strategy With A Global Area: AI Transformation — BBVA, May 28, 2026. https://bbva.com/en/innovation/bbva-accelerates-its-artificial-intelligence-strategy-with-a-global-area-ai-transformation
28. Luisa Gómez Bravo (BBVA): "AI Can Become a Driver of Innovation for Clients and Generate Significantly Greater Value for Our Shareholders" — BBVA, Jun 3, 2026. https://bbva.com/en/innovation/luisa-gomez-bravo-bbva-ai-can-become-a-driver-of-innovation-for-clients-and-generate-significantly-greater-value-for-our-shareholders
29. Onur Genç: "AI Will Transform Banking for the Better, the Key Lies in Scaling Its Benefits Across the Organization" — BBVA, Jun 4, 2026. https://bbva.com/en/innovation/onur-genc-ai-will-transform-banking-for-the-better-the-key-lies-in-scaling-its-benefits-across-the-organization
30. BBVA develops a new technology architecture with AWS to accelerate its AI solutions — BBVA, Jun 5, 2026. https://bbva.com/en/innovation/bbva-develops-a-new-technology-architecture-with-aws-to-accelerate-its-ai-solutions
31. BBVA puts AI at the core of banking with OpenAI — OpenAI, Jun 11, 2026. https://openai.com/index/bbva/
32. BBVA Completes Its First AI Agent-Initiated Transaction Together with Visa — BBVA, Jul 2, 2026. https://bbva.com/en/innovation/bbva-completes-its-first-ai-agent-initiated-transaction-together-with-visa
33. BBVA's Eight Responsible AI Principles — BBVA, Jul 8, 2026. https://bbva.com/en/innovation/bbvas-eight-responsible-ai-principles
34. BBVA Goes Beyond Satisfaction Surveys and Uses AI to Measure the Real Customer Experience — BBVA, Jul 14, 2026. https://bbva.com/en/innovation/bbva-goes-beyond-satisfaction-surveys-and-uses-ai-to-measure-the-real-customer-experience
35. Artificial Intelligence | BBVA (undated page, retrieved 2026-10-05) — BBVA, Oct 5, 2026. https://bbva.com/en/innovation/data-innovation
36. Banco Bilbao Vizcaya Argentaria (BBVA) Q2 FY2026 earnings call transcript — Yahoo Finance, Jul 30, 2026. https://finance.yahoo.com/quote/BBVA/earnings/BBVA-Q2-2026-earnings_call-550352.html
37. 2Q26 Report Main Data — BBVA, Jul 30, 2026. https://shareholdersandinvestors.bbva.com/informes/2q26-report-main-data
38. BBVA call centre staff develop and deploy AI agents to speed up response times — Finextra, Aug 4, 2026. https://finextra.com/newsarticle/48183/bbva-call-centre-staff-develop-and-deploy-ai-agents-to-speed-up-response-times
39. BBVA Expands Artificial Intelligence to Key Commercial Banking Processes — BBVA, Aug 13, 2026. https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes
40. Onur Genç: "At BBVA, we are adopting AI better than our competitors, just as we did with digitalization" — BBVA, Sep 22, 2026. https://bbva.com/en/innovation/onur-genc-at-bbva-we-are-adopting-ai-better-than-our-competitors-just-as-we-did-with-digitalization

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