SpainFinance and insurance2025 – ongoingBBVA
Product-knowledge assistant for branch agents
BBVA made an AI product-knowledge assistant available to more than 100 agents
Problem
Branch agents needed current product information to answer customer questions. Finding that information took time away from customers.
Approach
BBVA added an internal AI assistant covering its product and service catalog. The bank said its reference material was updated daily and the tool was available to more than 100 agents.
Results
Takeaway
BBVA reported the assistant's initial reach, without quantifying time saved or changes in service quality.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
BBVA described an internal assistant alongside its customer-facing Blue upgrade. It reported access for more than 100 agents and a catalog exceeding 30,000 references, refreshed daily.
Full details are in the original sources.
