BBVA Selects IPsoft to Automate Its Customer Support Services

June 6, 2018 • 2 minute read

"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."

NEW YORK, June 6, 2018 — BBVA and IPsoft today announced a partnership for the joint development of a new generation of digital customer support services powered by artificial intelligence technologies, based on IPsoft's virtual assistant, Amelia.  These solutions will maximize the user experience when interacting with BBVA, by offering them a customized service across all channels. Mexico was the first region to trial this new technology in its contact center 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, noted, "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. According to Javier Díaz, CEO of IPsoft for Spain & Latin America: "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."

About BBVA

BBVA is a customer-centric global financial services group founded in 1857. The Group is the largest financial institution in Spain (by business volume) and Mexico and it has leading franchises in South America and the Sunbelt Region of the United States; and it is also the leading shareholder in Garanti. Its diversified business is focused on high-growth markets and it relies on technology as a key sustainable competitive advantage. Corporate responsibility is at the core of its business model. BBVA fosters financial education and inclusion and supports scientific research and culture.  It operates with the highest integrity, a long-term vision and applies the best practices.  As of the end of September 2016, the total assets of the Group amounted to €724,627 million, with 68 million customers, 8,761 offices, 30,890 ATMs and 136,244 employees, and is present in 35 countries.

About Amelia

Amelia is a leading Enterprise AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.

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