BBVA taps AI to measure customer experience

BBVA is leveraging generative AI to dive into the nuances of customer interactions with relationship managers, aiming to gain deeper insights into the actual customer experience and enhance service quality. This move underscores the bank's commitment to refining its customer-centric approach, reflecting a broader trend in banking where tech-driven insights are crucial for competitive edge and regulatory compliance. By employing AI to analyze these conversations, BBVA is likely setting a precedent for how financial institutions can use advanced analytics to boost customer satisfaction and operational efficiency.