27 May 2022

Artificial Intelligence, Banking, Member Exclusive

How Bank of America cracked the code on AI adoption by making Erica indispensable to both customers and employees

• 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.

Embedded Finance, Member Exclusive

KeyBank deepens its collaboration with Qolo, modeling how banks can build deeper fintech partnerships

• The KeyBank-Qolo alliance reflects an evolution in how banks and fintechs can co-create value through deeper integration.
• We break down their partnership mechanics and what makes it effective.

Artificial Intelligence, Lending

Meet the AI lending officer: How algorithms are taking over credit decisions

• 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.

Artificial Intelligence, Business of Fintech

Inside Shopify’s company-wide Gen AI push under Tobias Lütke

• 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.

10-Q, Member Exclusive

With its historic asset cap lifted, what exactly does Wells Fargo plan to do with its regained freedom?

• In early June 2025, Wells Fargo finally saw the infamous asset cap lifted.
• What did it take for Wells to reach this turning point? And how does it plan to make the most of its second chance?