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.
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.
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.
