BBVA expands AI use across banking with OpenAI

BBVA says it is making artificial intelligence a central part of its banking strategy through a collaboration with OpenAI. The global lender is using AI across customer service, operations, software development, risk analysis, and employee workflows as part of a broader transformation plan called “The Eight.” The relationship began in 2024 with ChatGPT Enterprise rolled out to 3,000 employees, then expanded across the bank as adoption grew. BBVA says more than 100,000 employees now use the tool globally, with teams in legal, risk, engineering, finance, marketing, and customer service applying it to everyday work. The bank says the program is built on trust, governance, and training, with security, legal, compliance, and technology teams involved from the start. BBVA has also created internal support networks and trained senior leaders to encourage adoption. It says the AI tools have helped reduce manual work, speed up analysis, and improve efficiency in selected workflows, while supporting its longerterm goal of offering more proactive and personalized banking services.