How BBVA is scaling AI from pilots to everyday practice across the organization

BBVA treats AI not merely as a technical experiment but as a core part of its business strategy, integrating AI into everyday work across the organization. Through this, it aims to boost productivity, optimize decision-making, and improve customer experience.

As a result of the adoption, BBVA has saved about 3 hours of work time per employee per week and recorded an 83% weekly active user (WAU) rate. In addition, more than 20,000 Custom GPTs have been created company-wide, of which about 4,000 are in frequent use.

To scale successfully, BBVA has executed the following strategies:

• Building trust through governance: Collaborating early on with security, legal, and compliance teams to provide a safe environment for experimentation, thereby preventing 'Shadow AI' risk.
• Leadership training: Conducting direct AI training for 250 senior executives, including the CEO and Chairman.
• Field-driven scaling: Empowering the teams that actually perform the work to build and share GPTs themselves.

In Peru, an internally built AI assistant achieved results cutting query processing time by about 80%, from 7.5 minutes to 1 minute. BBVA plans to further expand AI beyond individual productivity into workflow automation and customer-facing channels.