12th June 2018

BBVA selects IPsoft to automate its customer support services with AI

BBVA has chosen IPsoft to develop a new generation of digital customer support services powered by artificial intelligence (AI) technologies, based on IPsoft’s virtual assistant, Amelia. These solutions will maximise the user experience when interacting with BBVA, by offering them a customised service across all channels.

Mexico was the first region to trial this new technology in its contact centre to help address customer complaints and inquiries. Following the success of the project, BBVA decided to expand the use of digital assistants into other areas and markets with the goal of developing digital sales, advisory and support services, and providing customers a fully-digital experience.

Ignacio Bernal, Global Head of Architecture & IT Innovation at BBVA, said: “This agreement marks another step in the development of BBVA’s digital strategy and will allow us to pioneer the implementation of AI for use by both our customers and employees.”

Digital assistants are a new channel for companies to engage with customers, employees and other stakeholders. Through the use of artificial intelligence and NLP (Natural Language Processing) technologies, these systems are capable of automating tasks and communicating with people using real language.

IPsoft’s Amelia is capable of detecting and adapting to the caller’s emotions, as well as making decisions in real time. She can even suggest improvements to the processes for which they have been trained. This is due to the fact that these systems have the ability to learn and can adapt and develop new and widely varied functions.

Javier Díaz, CEO of IPsoft for Spain & Latin America, said: “Amelia is the result of 20 years of research during which we have tried to emulate the way the human brain works. We are confident that Amelia will help BBVA achieve new milestones in their digital transformation journey and will help improve the experience of the customers of one of the world’s leading financial institutions.”