Major banks like Bank of America, Citizens, and JPMorgan are actively deploying Gen AI tools for employee productivity, but nearly 70% of AI use cases don't have any reported outcomes or measurable ROI.
The lack of results stems from difficulty separating Gen AI progress from overall growth, challenges in mapping cost impacts from internal efficiency gains, and an inability to translate the AI hype into consumer and societal impact.
Traditional automation has helped with repetitive tasks, but often falls short when workflows get complex or unpredictable. In addition, key data remains siloed.
Intuit is tackling this issue by embedding AI agents directly into QuickBooks, supporting core functions like payments, accounting, finance, and customer support to better serve SMBs.
Bank of America transformed its customer chatbot Erica into an employee productivity powerhouse, achieving 50% IT service desk automation by strategically targeting common pain points and building adoption incrementally over five years.
Learn the adoption secrets behind getting 90% of employees to embrace AI tools, including how Bank of America overcame the adoption hump and integrated generative AI with 25 proof-of-concept projects now entering production.
While traditional banks and credit unions have adopted a "slow and careful" approach to generative AI, limiting deployment to back-office operations, fintech companies like Shopify are taking radically different paths by integrating AI throughout their entire organizations and customer-facing products.
CEO Tobias Lütke's leaked manifesto reveals a mandatory AI-usage policy that affects everything from employee performance reviews to resource allocation, but this aggressive approach highlights unresolved challenges around error management, equitable implementation across organizational hierarchies, and the need for proper safeguards in this new paradigm of AI-augmented work.
Small business lending represents the last major frontier for AI transformation in financial services.
Visa's Jonathan Kolozsvary and Uplinq's Patrick Reily explore how AI lending officers are using transaction data to unlock capital for underserved businesses.
