Ignacio Bernal Echeverria, Global Chief Technology Officer at BBVA, explained during his Digital Workforce Summit presentation how BBVA leveraged AI to find a better way to serve the bank’s 17 million customers in more than 13 countries. With more than 8,000 branches, and more than 20,000 contact center operators, BBVA needed to resolve issues with large customer service volumes. In Mexico, just one of the company’s countries of operation, BBVA fields more than 100 million calls a year, so finding a solution that could tackle some of this workload was crucial. Today, Amelia manages 32% of the total calls for credit/debit card claims.
In this video, Ignacio details BBVA’s implementation of Amelia to handle credit and debit card fraud claims at scale. “Imagine the impact for a customer that used to spend two, three, four weeks solving a critical dispute having those disputes automatically solved,” Ignacio said.