BBVA allows you to manage your accounts and cards via AI

The Spanish bank BBVA just presented its latest innovative initiative in account and card management for its clients. They will now be able to rely on the latest technologyartificial intelligencevia a dedicated virtual assistant to manage their accounts and cards. Another use of AI.

FACTS

• The brand new service offered to BBVA customers is part of an update of its virtual assistant named Blue.

• Bank customers will now be able to use the artificial intelligence service to exchange natural language with Blue. The virtual assistant will be able to help them obtain personalized information about their finances. But Blue must also help them carry out certain day-to-day operations related to the management of their accounts and cards.

• At its launch the new Blue service, based on artificial intelligence technologies, will be able to manage up to 150 queries and operations for customers. It will also be able to answer more than 3000 different questions about the Bank's services.

• Technically, Blue will now rely on a new machine learning model capable of understanding and generating answers (LLM for Large Language Model). But BBVA still specifies that customers will keep the possibility of cancelling ongoing operations or requesting the assistance of a human manager at any time during their exchanges with Blue.

• Technical implementation for the deployment of a new Blue Assistant is scheduled to start on 20 February to progressively cover all clients. The bank's AI Factory team is involved in this project.

ISSUES

• Automation by humanizing: The whole somewhat paradoxical challenge of deploying this new virtual assistant service based on artificial intelligence within the bank's tools lies in BBVA's ambition to offer an ever more convenient, automatic but also personalized service to manage its clients' personal finances. BBVA says it wants to humanize digital channels and its online services.

• Diversifying uses : The new BBVA service is presented as a full co-pilot to enable the Bank's clients to manage their daily accounts and banking relationships more conveniently and optimally. But BBVA is not only intended for its clients with regard to the deployment of these artificial intelligence technologies within these processes. On the sidelines of Blue's presentation, the bank also stated that it had also created a co-pilot for agency directors to streamline their daily work. This will allow them to take advantage of the service to quickly and easily access updated internal information on a daily basis throughout the BBVA ecosystem.

PERSPECTIVE

• BBVA's involvement in the democratisation of artificial intelligence is no longer to be demonstrated. Last November, the Spanish bank stressed its great interest in artificial intelligence technologies by formalizing the use of this type of technology in these processes and its teams. At the time, this decision took the form of the deployment of ChatGPT as an internal service to its employees.

• BBVA's new initiative demonstrates its commitment to offering this type of technology to all its employees and customers.

• But the Spanish bank also wants to be aware of the potential risks posed by these technologies and is working in particular to evaluate AI biases to better correct them.

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