BBVA has enhanced its personal virtual assistant, now named Blue, by incorporating advanced AI-driven features for managing accounts and cards.
Blue offers an improved natural language interface, allowing customers to engage in more intuitive conversations about their finances. The assistant can now handle up to 150 queries and transactions, effectively providing answers to over 3,000 different questions. Utilizing generative artificial intelligence, Blue is designed to create more personalized interactions within BBVA’s digital platforms, promoting both user engagement and operational efficiency.
One of Blue’s standout features is its ability to manage conversational shifts. If a user changes the topic during an inquiry, the assistant can seamlessly adapt while maintaining the context of the original query.
Additionally, BBVA emphasizes that Blue is dedicated solely to banking-related inquiries. Unlike many other virtual assistants that may cover a wide range of topics, Blue focuses exclusively on providing information and support pertinent to BBVA customers.
In a separate initiative, the bank has also deployed an AI-supported assistant to aid its agents. This tool draws from a comprehensive database of over 30,000 references, encompassing BBVA’s entire portfolio of products and services, which is updated regularly to ensure relevancy.