Overview

• BBVA launched Blue on August 12 in Guadalajara with plans to expand its app-based availability to Monterrey, Mexico City and all other states by September 15
• The bank reports that Blue cuts average call resolution time from about four minutes to under one and handles over 90% of customer requests on first contact
• App users are identified and authenticated automatically by Blue while non-app callers verify their identity with a birth date and the last two digits of their PIN
• BBVA plans to deploy Blue as a virtual sales adviser capable of resuming interactions and converting at least 10% of digital sales leads
• The rollout builds on BBVA México’s wider AI strategy and existing partnerships with OpenAI and Google’s Gemini that have driven prior internal efficiency gains