BBVA Cuts Customer Inquiry Response Times by More Than 15% in Italy and Germany Thanks to AI

Source Summary

Two generative AI assistants developed by the teams managing BBVA’s contact centres in Italy and Germany—the Group’s two fully digital banks—have reduced the average handling time for the most common customer enquiries about products, services and general procedures by more than 15%. By speeding up information retrieval and response preparation, these AI copilots enable customer service agents to resolve routine enquiries more quickly and dedicate more time to more complex cases that require deeper analysis and personalised support.