BBVA has detailed plans to expand artificial-intelligence tools and agents across several business areas in 2027. Retail relationship managers are due to receive more tools, while Commercial Banking, Corporate and Investment Banking and Risk are set to gain new capabilities. The Spanish bank is also extending agents into complaints handling and financial-crime prevention.
The expansion is organised around The Frame, BBVA's common environment for creating, deploying, managing and governing AI agents. The bank said it has more than 4,000 data specialists, a global cloud data platform and relationships with major technology providers. The plan follows a year in which BBVA concentrated on defined use cases before moving towards broader deployment.
COMMON CONTROLS FOR AGENTS
BBVA said The Frame is intended to reuse common components while defining which systems and data each agent can access. It will also set operational limits, including which actions can be performed autonomously and which require human supervision. The bank plans continuous monitoring of performance, cost and business impact under a shared security, governance and compliance framework.
Early deployments have produced measurable results, according to BBVA. Assistants filter more than half of conversations received by relationship managers through the Spanish app, while voice-agent pilots in Peru and Mexico resolve nearly 90% of interactions. The bank also reported an approximately 80% reduction in complaint-registration time and a roughly 28% improvement in software-developer productivity.
ROLLOUT MOVES INTO 2027
BBVA said 75% of employees now use AI regularly, saving an average 2.4 hours a week on repetitive and lower-value work. It also plans gradually to extend its Blue multimodal financial assistant to individual and business customers during 2027. The timetable moves the strategy from selected pilots towards customer-facing and core business processes.
The next test will be whether BBVA can maintain consistent controls as more agents reach business teams and customers. Progress can be assessed through the 2027 rollout, including adoption by relationship managers and the deployment of Blue. The bank will also need to demonstrate that measured gains persist once use expands beyond pilots.