“During 2025, the bank deployed more than 50 generative AI solutions, which it said have reshaped how customers interact with its services and how employees carry out day-to-day work. These include faster and more intuitive in-app search, improved response times across customer operations, and additional support for colleagues in branches and call centres.” Read more…
Tag: artificial intelligence
Consumers are Using AI to Find Their Next Bank, But Many Still Don’t Trust Its Advice
“The strategic response isn’t to fight AI or ignore it. It’s to become the authoritative source that AI references when consumers and businesses ask banking questions. 50% of consumers told us that they don’t trust AI responses when they don’t recognize the referenced source.” Read more >>
AI’s Real Risk In Banking: It’s Not Tech—It’s Forgetting The Human
“The most successful AI use cases are not replacing tellers or advisors. They’re eliminating friction. By automating data cleansing, document review and routine workflows, AI removes the administrative noise that prevents employees from spending time with customers. In other words, AI works best when it clears space for listening, problem-solving and relationship-building—the very things that…
$370 Billion Profit Potential for Retail Banks via AI by 2030
“The AI-First Bank: What It Looks Like AI-first banks will redefine what market-leading banks can do. The BCG report highlights six characteristics that will define an AI-first bank: Read more >>
KeyBank’s AI Call Revolution: 97% Cost Slash Reshapes Banking Service
“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…