BBVA Mexico implements AI to reduce call wait times to just 30 seconds.

BBVA México, the bank with the largest presence in the country, announced the implementation of its virtual assistant, Blue , based on artificial intelligence, to more quickly handle customer calls. The institution currently receives more than 63 million calls annually, many of them for clarifications or questions. However, the traditional process involved listening to more than 40 options and taking up to four minutes to reach an executive, resulting in one in two calls being missed.

With the new system, customers who call from their mobile app will be served directly by Blue and, within a maximum of 30 seconds, routed to a human advisor, eliminating lengthy authentication processes.

Hugo Nájera, general manager of retail banking at BBVA México, explained that Blue's AI currently understands 92% of human requests, enabling fast, simple, and personalized interactions. The bank plans to use AI in the future to hyperpersonalize service , automate processes, and enhance executive capabilities.

For those who don't call from the app, a new verification system based on the phone's originating number, date of birth, and last two digits of the PIN will be gradually implemented before switching to Blue.

In addition to streamlining customer service, artificial intelligence has helped reduce credit card fraud. BBVA detects suspicious transactions before they are processed, ensuring that only 0.054% of card transactions are fraudulent, well below the Latin American average of 0.13%.

The bank maintains alliances with OpenAI and Google , although many of its developments, such as Blue, are created with its own technology.