“KeyBank, the Cleveland-based regional powerhouse with nearly $190 billion in assets, has unleashed conversational AI on its call centers, delivering a staggering 97% reduction in per-call costs. CEO Christopher Gorman revealed during the bank’s Q4 2025 earnings call that AI-handled interactions now cost about 35 cents each, compared to $9 for human agents—a 36-fold efficiency gain that underscores why financial institutions are racing to automate customer service. This move aligns with broader industry shifts, where banks deploy AI to handle routine inquiries, freeing humans for complex tasks while slashing operational expenses.”
