Finance / Banking
BBVA: Answering legal questions from branch managers
- Company
- BBVA
- Country
- Spain
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
The BBVA legal advisory team supports branch managers across Spain with nine lawyers. Customers send more than 40,000 legal enquiries a year. Drafting an answer meant digging through many documents, from product descriptions to internal and external rules, and that took a long time.
Technology and data
The advisory team built a dedicated GPT inside ChatGPT that holds all of its advisory documents. A GPT is an assistant tuned to solve one specific purpose. After extensive review and quality control the team used it as if it were a tenth member. Every answer is reviewed by a person before it reaches a branch manager. Responsibility for the judgement still rests with the advising lawyer.
Results
BBVA said work that used to take hours can now be finished in minutes. As a result more customer legal enquiries are answered within 24 hours and the quality of the first reply improved, the bank said. The advisory team spends the time it gains on more strategic work. BBVA said employees built more than 3,000 GPTs in seven months and classified more than 900 of them as strategically important use cases.
Limits and open questions
The source does not give numbers for the volume handled or the time saved after the GPT went in. It is also not a case of handing legal judgement over to AI.
Sources
Compiled from public sources. These are not results from ATF Works customers.