From Pilot to Practice: How BBVA Is Scaling AI Across the Or…

成立于 1857 年的 BBVA 在欧洲、墨西哥、南美、Türkiye 和美国开展业务，为数千万客户提供服务。长期被视为全球最具创新力的金融机构之一， BBVA 如今正在全球范围内将人工智能作为一种常态化的工作方式和核心能力来应用——不再是试点项目。

“我们一直在讨论如何把人工智能纳入我们的商业战略，而不是变成一个旁置的技术项目，” Antonio Bravo （ Global Head of Data & AI ） 表示。

我们采访了 Antonio Bravo 和 Elena Alfaro （ Head of Global AI Adoption ），了解该行如何在各团队与业务单元间推进 AI 的广泛采用。

“我们最初部署给 3,000 名员工，很快就扩大到 11,000 名员工。”

—— Antonio Bravo ， Global Head of Data & AI ， BBVA

核心成果概览

• 每位员工每周节省约 3 小时
• 每周活跃使用率达 83%
• 工作流测试中效率提升最高超过 80%
• 全行创建超过 20,000 个 Custom GPTs ，其中约 4,000 个 GPTs 被频繁使用

部署要点

BBVA 把 AI 项目建立在信任、治理和系统化学习之上，确保规模化推广的同时不牺牲安全性。“我们营造了一个可以安全学习和使用 AI 的环境，” Elena Alfaro 说。

与其让实验在地下暗自进行， BBVA 把它放到一个受信任的环境里，通过提供安全工具和明确的使用边界来降低“影子 AI”风险。“我们没有让影子 AI 存在……而是给他们一个安全的平台，让大家可以开始试验，” Alfaro 补充，“我们还对包括 CEO 和 chairman 在内的 250 名领导者进行了专门培训。”

• 全面部署了 ChatGPT Enterprise
• 自始即将安全、法律与合规纳入决策
• 员工创造了数千个 Custom GPTs
• 对 250 名高级领导（含 CEO 与 chairman ）进行实操培训

这种有结构的方法已在大规模上显现成效。

在 Peru ，一个内部打造的助理现有超过 3,000 名员工在用，查询处理时间从约 7.5 分钟降至约 1 分钟——约减少 80%。这一做法正在网点间逐步推广。

一旦员工切实感受到价值，使用热情自发增长，甚至有人开玩笑说如果把 ChatGPT 拿走，他们“就得离职”。

“开始使用后，会变得很黏人……你会觉得它帮了很大忙。”

—— Antonio Bravo ， Global Head of Data & AI ， BBVA

领导力要点

• 领导表率：包括 chairman 与 CEO 在内的 250 名高级领导亲自上手学习。
• 以治理为基石：安全、法律与合规从一开始就是合作伙伴——不是阻力，而是推动规模化的条件。
• 将影子 AI 转化为安全可控的 AI：为试验建立安全环境，始终保留人类在环。
• 及早规模化以尽快验证成效：在有意义的规模上启动，能迅速显露真实证据。
• 授权一线：最贴近业务的团队创造了数千个 GPTs ，现已在全行共享使用。

下一步

BBVA 已经超越了试验与试点阶段，正在把 AI 从个人生产力延伸到工作流自动化、运营系统和面向客户的渠道——包括基于 OpenAI models 构建的数字助理产品 Blue 。

该行还计划在未来进一步扩大 AI 工具与能力的可及性，并继续有策略地部署 OpenAI 技术。“一旦开始采纳，增长就会加速，” Bravo 说。

加入前沿

全球已有超过 100 万家企业通过 OpenAI 实现实质性成果。若需了解更多，请联系团队。

Founded in 1857, BBVA operates across Europe, Mexico, South America, Türkiye, and the U.S., serving tens of millions of customers. Long recognized as one of the world’s most innovative financial institutions, BBVA is now applying AI at global scale—not as a pilot, but as a new way of working and a core capability across the organization.

“We’ve been having a lot of debates on how to make AI part of our business strategy, not a tech effort that sits on the side,” says Antonio Bravo, Global Head of Data & AI, BBVA.

We sat down with Antonio Bravo and Elena Alfaro, Head of Global AI Adoption, to hear how the bank is scaling AI adoption across teams and business units.

"We deployed initially to 3,000 employees, then very quickly jumped to 11,000 employees."

• ~3 hours saved per employee per week
• 83% weekly active usage
• Efficiency improvements up to 80%+ in workflow tests
• 20,000+ Custom GPTs created across the bank, with around 4,000 GPTs used frequently

BBVA built its AI program on trust, governance, and structured learning—enabling scale without compromising security. “We created this atmosphere of being in a safe place to learn and to use AI,” says Alfaro.

Rather than pushing experimentation underground, BBVA brought it into a trusted environment and reduced shadow-AI risk by giving employees secure tools and clear guardrails. “Instead of shadow AI… we gave them a platform that was safe so they could start experimenting,” Alfaro notes, “and we gave specific training for 250 leaders, including our CEO and chairman.”

• ChatGPT Enterprise deployed across teams globally
• Security, legal, and compliance aligned from the start
• Thousands of Custom GPTs created by employees
• 250 senior leaders trained, including the CEO and chairman

This structured approach is now showing results at scale.

In Peru, one internally built assistant is now used by more than 3,000 employees, reducing query handling time from around 7.5 minutes to about 1 minute—an ~80% reduction. Adoption is expanding across the network.

Once employees experienced value, engagement accelerated organically—to the point where some joked that if ChatGPT were taken away, they’d “have to leave.”

“Once you start using it, it's very sticky and… you feel it helps you a lot.”

• Leadership sets the tone: 250 senior leaders, including the chairman and CEO, learned hands-on.
• Build governance as a foundation: Security, legal, and compliance were partners from day one—enabling scale, not slowing it.
• Turn shadow AI into safe AI: Create secure environments for experimentation—always with humans in the loop.
• Scale early enough to see the signal: Starting at meaningful scale surfaced real evidence quickly.
• Empower the front lines: Teams closest to the work created thousands of GPTs now shared across the bank.

BBVA has moved past experimentation and pilots. The bank is now extending AI from individual productivity into workflow automation, operational systems, and customer-facing channels—including products like Blue, its digital assistant built with OpenAI models.

The bank also plans to continue broadening access to AI tools and capabilities across the organization over time, including the continued strategic deployment of OpenAI technologies. “Once adoption starts,” say Bravo, “it accelerates.”

Join the frontier

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