BBVA México App Update Faces User Backlash Despite AI-Powered Features
Mexico City – BBVA México’s recently launched mobile submission update, touted as three years ahead of competitors in banking technology, is meeting resistance from users who find the new interface more difficult to navigate. The update, powered by Artificial Intelligence, aims to streamline banking operations – including international and local transfers, bill payments, and cash withdrawals – into single-click, commission-free experiences.
Despite the bank’s confidence in the long-term benefits, many of the 27 million users are struggling to locate familiar features like virtual cards. BBVA executives acknowledge a “resistance to change” but anticipate users will adapt and appreciate the app’s competitive advantages in the coming weeks.
The revamped app features “Blue,” BBVA México’s new virtual assistant, designed to offer personalized and agile responses through natural language interaction. According to hugo Nájera, general director of retail banking at BBVA México, the app’s personalized home screen is designed to prioritize frequently used functions, functioning like “a bench…full of boxes that are filled with the contents that you use.”
Eduardo Osuna, vice president and general director of BBVA Mexico, emphasized the bank’s commitment to leveraging AI to enhance app security and tailor functionalities to individual users. BBVA México intends to continually expand the app’s capabilities through ongoing AI integration.
