Nearshore Americas

BBVA Deploys AI Assistant to Automate Customer Services in Mexico

Spanish banking group BBVA has reached a deal with US technology company Ipsoft to deploy an AI-powered virtual assistant, automating customer services at its Mexican contact center.

Ipsoft’s AI assistant, nicknamed Amelia, can answer questions in more than 100 languages and adapt to caller emotions to make decisions in real time, in addition to suggesting enhancements to existing processes.

Headquartered in New York City, Ipsoft says its automation solutions can improve customer loyalty and help enterprises save money on customer services.

Amelia is the result of 20 years of research, says Ipsoft, adding that the AI assistant can emulate the way the human brain works.

BBVA is talking of deploying the technology at all its contact centers if the trial in Mexico proves successful.

“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,” stated Ignacio Bernal, Chief of BBVA Architecture and IT Innovation.

Not just BBVA, banks across Mexico are gearing up to deploy AI technology in the name of improving customer experience and increasing revenue. Around 50% of Mexican banks are developing their digital transformation strategies, while another 30% have already completed them, according to a study by Brazilian IT company GFT.

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Considering GFT’s study, banks believe that digital technologies, like artificial intelligence, can improve customer loyalty, revenue, and reduce operating costs.

Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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