“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…
Tag: Brandon McGee
How Trigger Marketing Is Eating Traditional Bank Campaigns Alive
“For decades, bank marketing followed a predictable rhythm: quarterly campaigns, seasonal promotions, product pushes timed to the institution’s calendar. Response rates hovered in the low single digits. However, trigger-based marketing is gaining traction with significant results in the banking industry. Vericast, for instance, cites 553% ROMI (Return on Marketing Investment) compared to traditional methods. ‘Batch…
JP Morgan Chase Reclassifies AI Spending as “Core Infrastructure”
“JP Morgan Chase has moved AI spending into its core infrastructure budget, underscoring a shift in how the bank views the technology as it becomes central to day-to-day operations. The world’s largest bank has reclassified AI investment from “discretionary innovation” to “core infrastructure”, placing it alongside data centers, payment systems, and core risk controls. With an annual technology budget…
Dimon: AI’s effect on labor market ‘may go too fast for society’
“Two decades ago, JPMorgan’s biggest competitors were Bank of America, Wells Fargo, Goldman Sachs and Morgan Stanley. Today, that list includes Stripe, PayPal, Dave, Chime, SoFi, Revolut and other fintechs, Dimon said. ‘They’re coming at you, some to pick a sliver of the business, some to take your whole business,’ the CEO said. ‘If you…
Agentic AI in Banking Will Follow Three Tracks. Fintechs Lead in All of Them
“Adaptive Experiences Create Segments of One Algorithmic personalization has become baseline expectation, with customers increasingly expecting products and services tailored to unique preferences. However, only 21% of banking customers report being fully satisfied with personalization they currently receive. Market leaders will pioneer next-generation adaptive customer experience interfaces where personalization emerges dynamically, with customer journeys shaped…