BBVA has embedded artificial intelligence into its core banking operations by deploying ChatGPT Enterprise across the organisation.
The initiative focuses on improving operational efficiency, risk analysis, and employee productivity while maintaining compliance with strict regulatory and data protection standards.
Rather than experimenting with isolated AI tools, BBVA has integrated AI directly into its internal workflows, positioning it as part of the bank’s operational infrastructure.
AI Adoption in Banking Focuses on Measurable Value
In the banking sector, the primary challenge of generative AI is not adoption but practical value creation. BBVA addressed this by prioritising validated use cases and controlled scaling.
The bank began working with OpenAI in May 2024, initially rolling out access to approximately 3,300 employees. This pilot phase was used to:
- Test operational use cases
- Measure productivity outcomes
- Assess security and governance readiness
Following positive results, BBVA expanded access to more than 11,000 employees, making it one of the largest enterprise AI deployments in the financial industry.
Productivity Impact of ChatGPT Enterprise
The intermediate deployment phase provided measurable outcomes:
- Employees saved nearly three hours per week on routine tasks
- Over 80 percent of users accessed the platform daily
- Thousands of custom GPTs were created by employees
These custom tools were developed to support administrative, analytical, and collaborative tasks, demonstrating that effective AI usage often emerges from employee-driven initiatives rather than centrally mandated solutions.
How ChatGPT Is Used in Banking Operations
The integration of ChatGPT Enterprise extends beyond general productivity support.
Key Operational Areas Include:
- Risk analysis and reporting
- Internal software development processes
- Knowledge management and employee support
Risk analysis, in particular, is a resource-intensive function in banking. AI integration enables faster data processing, improved consistency, and better support for decision-making workflows.
Security and Governance in a Regulated Environment
Deploying AI in banking requires strict compliance with data protection and regulatory frameworks.
BBVA’s enterprise deployment includes:
- Enterprise-grade security controls
- Data privacy safeguards
- Secure access to OpenAI’s latest models
- Internal AI agents connected to existing banking systems
These controls ensure that sensitive client data remains protected while employees benefit from AI-assisted workflows.
Structured AI Adoption and Workforce Enablement
To support effective usage, BBVA and OpenAI are collaborating on:
- Structured adoption frameworks
- Role-specific AI training programmes
- Governance models for internal AI agents
This approach addresses a common enterprise challenge where tools are deployed without adequate training or operational alignment.
AI in Customer-Facing Banking Services
BBVA has also applied AI to customer interactions.
The bank currently operates Blue, a virtual assistant built on OpenAI models that allows customers to manage accounts and cards using natural language. Future plans include deeper integration that enables customers to interact with banking services directly through AI-driven interfaces.
To support this transition, BBVA has established a dedicated team working with OpenAI’s product and research units to accelerate AI integration across both internal and customer-facing systems.
Moving Toward an AI-Native Banking Model
The deployment reflects a broader shift toward AI-native banking, where artificial intelligence is embedded into:
- Core operations
- Product development
- Customer experience design
Rather than functioning as an add-on, AI becomes part of how banking services are delivered and managed.
Key Takeaways
- BBVA has integrated ChatGPT Enterprise into core banking workflows
- The rollout prioritised pilot testing, security, and measurable outcomes
- Productivity gains and employee-led innovation supported expansion
- AI is being applied to both operational and customer-facing systems
- Governance, training, and compliance remain central to deployment
Frequently Asked Questions
What is ChatGPT Enterprise?
ChatGPT Enterprise is a version of ChatGPT designed for organisations, offering enhanced security, privacy controls, and administrative features.
Why is BBVA using ChatGPT Enterprise?
BBVA is using ChatGPT Enterprise to improve efficiency in internal workflows, risk analysis, software development, and employee support while maintaining regulatory compliance.
How many employees are using AI at BBVA?
BBVA expanded AI access from an initial pilot of 3,300 users to more than 11,000 employees.
How does BBVA ensure data security?
The deployment includes enterprise-grade security, privacy protections, and controlled integration with internal systems to protect sensitive data.
Is AI being used for customer services at BBVA?
Yes. BBVA uses an AI-powered virtual assistant for customer interactions and plans further AI integration into client-facing banking services.
