Banco Bilbao Vizcaya Argentaria (BBVA) investor relations material

AI strategy and deployment

• AI supports personalized, proactive advice, simpler decisions, productivity and growth; The Eight organizes initial agent work into six robots and two enabling pillars, within a bank-wide agenda supported by 4,011 data specialists, scientists and ML engineers.

• Blue demos span spending insights, consumer-loan advice and insurance claims; rollout to Spain, Mexico and South America follows employee launch, with broader agent deployment planned through 2027.

• Early results include 90% of prioritized contact-center calls resolved end to end in Peru and Mexico, >50% of in-app relationship-manager chats filtered, and 30%/80% less time producing financial programs/processing claims.

• 75% of employees use AI recurrently, saving 2.4 hours weekly per user; software-development productivity gains were 28% or close to 30% in selected lifecycle stages.

• Planned capabilities include AI bankers, risk analyst coverage, process agents and employee Alter Egos; wholesale retail-credit underwriting remains human-supported.

Scaling AI safely

• The Frame is a shared model to build, deploy and govern agents, with governed data and system access, guardrails, human approvals, evaluation, monitoring, security, resilience and value tracking.

• Risks include disintermediation, credit-transition risk, unreliable outputs, fraud, cyberattacks and money laundering; controls emphasize trusted relationships, human accountability, security investment, monitoring and ECB coordination.

• AI energy and water use will factor into net-zero considerations; token consumption and agent deployment are to be managed against value delivered.

Technology and resilience

• Two-thirds of online transactions ran on next-generation cloud architecture in 2025; modernization reduced the annual technology cost base by EUR 200m versus a no-modernization scenario, with ~90% cloud processing targeted by end-2029 and ~EUR 100m further cost avoidance projected.

• Transactionality grew close to 30% annually, while an illustrative plan pairs 27% CAGR transaction growth with 5% CAGR processing-expense growth; higher volumes are expected from customer usage, acquisition and agents.

• IT cash out was EUR 4.2bn last year and expected to rise this year; IT costs increased from 21% of total costs in 2019 to 27% in 2025. Q2 cost-to-income was 37.8%, versus a 35% strategic-plan target.

• Mobile-channel availability was ~99.9% in Spain, Turkey and Mexico; retail digital service levels were 99.9% in 2025, with 53% fewer relevant IT incidents and 52% shorter recovery times versus 2023.

• Digital engagement rose year over year: monthly active users +5.3%, sales +10.1% and transactions +14.3%; strategic priorities include reusable global architecture, faster modernization and resilience by design.