BBVA's Customer Service Transformation with Aivo's AI Conversational Platform

BBVA is a leading bank that has been operating in Europe and the Americas for 160 years. The bank has always been considered a pioneer in terms of innovation, security, and economic growth. With a deep understanding of the importance of change and adaptation, BBVA has consistently leveraged innovation and technology to meet the evolving demands of new generations. The bank's mission is to put the customer first, and it aims to achieve this through a customer-centric strategy that focuses on improving the customer contact experience, providing 24/7 support, enabling self-management, and optimizing service channels.

BBVA, a leading bank in Europe and the Americas, recognized the need to adapt to the changing demands and needs of new generations. With the emergence of digital customers, the bank understood the importance of leveraging technology to meet these new demands and strengthen their market presence. The bank aimed to improve the customer contact experience, provide 24/7 support, allow for self-management, and optimize service channels. However, achieving these goals required a solution that could automate customer service and provide quick and efficient responses to customer inquiries.

In 2016, BBVA chose Aivo’s AI conversational platform to redefine their customer service strategy. The bank implemented Aivo's chatbot, AgentBot, which was chosen for its market experience and presence. The implementation process was successful, with Aivo providing guidance and support throughout. The result was a new banking assistant that was available 24/7, provided immediate and automatic responses, and maintained consistent service quality across multiple channels. For special offer inquiries, BBVA integrated Aivo’s Live chat platform, allowing the query to be transferred to a human agent in the same chat window. This allowed representatives to focus on tasks requiring personal treatment, while the virtual assistant handled automatable inquiries.

• The implementation of Aivo's AI conversational platform has significantly transformed BBVA's customer service strategy. The new banking assistant has not only improved the customer contact experience but also enabled 24/7 support and self-management. The bank has been able to optimize its service channels, with the virtual assistant handling automatable inquiries and human representatives focusing on more complex or sensitive cases. The platform has also proven to be a critical tool during the COVID-19 pandemic, helping the bank address a high volume of inquiries and guide customers to use digital channels for inquiries and transactions. The ease of use of Aivo’s platform allowed BBVA to quickly adapt the chatbot’s answers and content to the new strategy, ensuring the assistant was ready to provide answers related to the COVID-19 emergency situation.

• BBVA automatically resolved 96% of the inquiries they received in less than 1 minute on average.

• There was a 164% increase in the number of sessions from 2014 (493,786) to 2019 (1,302,410).

• Since the launch of the mobile app channel in 2017, there were 238,590 sessions recorded, and 57% of them were in 2019.