DEPLOYMENT · EU
BBVA deploys AI agents in Italian, German contact centres; cuts handling time 15%
BBVA's contact centre teams in Italy and Germany built and deployed two generative AI assistants that reduced average handling time for common customer enquiries about products, services and procedures by more than 15%, speeding resolution of routine questions.
WHY IT MATTERS
Demonstrates that in-house AI agent development by frontline teams (not just engineering) can deliver measurable operational gains; model likely to spread across European retail banking.
Source: Finextra · 2026-08-04