Digital banking evolves through AI and personalization in Peru and Portugal

Banking institutions in Peru and Portugal are increasingly integrating artificial intelligence and digital tools to enhance customer experiences and operational efficiency.

In Peru, Banco de Crédito del Perú (BCP) is shifting toward conversational and personalized services. Between December 2023 and August 2026, BCP's digital client base grew from 8.8 million to 17.3 million. The bank's digital wallet, Yape, saw a 55% increase in active users during the same period, reaching 16.9 million users, with monetary transactions rising by 237%. The strategic goal for 2030 is to move beyond simple digitization toward interfaces that understand client context and resolve needs through natural conversation.

In Portugal, banks are utilizing AI to automate document analysis and personalize services. Millennium bcp has implemented data structures that allow for fraud prevention and predictive features, such as notifying customers of upcoming expenses. Similarly, Banco Português de Fomento developed ‘Fomento IA’, an internal conversational tool designed to help employees navigate institutional policies and manuals within a secure environment to prevent data exposure.