Published on Aug 9, 2023
According to a report by McKinsey, AI technologies could potentially deliver up to $1 trillion of additional value each year. This highlights the massive potential of Generative AI in revolutionizing the banking industry. It offers solutions to some of the industry’s key challenges such as enhancing customer service, bolstering security, making accurate risk assessments, and providing a personalized banking experience.
Generative AI, as the name suggests, is a form of AI that focuses on generating new instances of data that resemble the input data it was trained on. From creating realistic human faces to composing music, generative AI’s capabilities are truly vast. However, its potential is most palpable in sectors like banking, where constant innovation and adaptability are the keys to maintaining a competitive edge.
Gen AI is more than just ChatGPT, it has wide applications across industries.
Improving CX with AI-powered Customer Support Features
Generative AI is driving a paradigm shift in the way customer service is being delivered in the banking sector. Banks, including global leaders like Bank of America and Wells Fargo, have been using generative AI to develop advanced chatbots and virtual assistants. These AI-driven systems are trained on extensive datasets of customer interactions and are capable of generating personalized and accurate responses to customer queries.
Consider a customer asking, “What is the interest rate on a 30-year fixed mortgage?” The AI chatbot, with its ability to access the latest data from various lenders, can provide an accurate response. Furthermore, it can analyze the customer’s financial situation and provide personalized recommendations, such as potential eligibility for lower interest rates through refinancing.
The use of generative AI in customer service has two primary benefits:
- Enhanced Customer Experience: With the AI system providing accurate and personalized responses, customers have a better and more satisfying experience.
- Increased Operational Efficiency: AI handles routine queries, freeing customer service representatives to focus on more complex issues. This not only reduces the burden on human resources but also increases operational efficiency.
To highlight this, let’s take a look at a real-world example: Mantra Labs’ work with Viteos, a leading provider of investment solutions. Viteos’ financial asset management platform provides end-to-end middle and back-office administration for top-tier hedge funds, private equity, private debt, and other alternative asset managers. However, it faced several operational bottlenecks.
Mantra Labs, leveraging its expertise in UI/UX, ETL, and Machine Learning, refined the platform’s user workflows for more robust capabilities and smarter gains. An automated client onboarding solution was integrated, and a machine learning model was developed to analyze historical transactions, trades, and financial data from clients, accounting systems, and banks. This resulted in improved operational efficiency and a significant reduction in bottlenecks.
Using AI to Enhance Security
With the banking sector increasingly moving towards digital platforms, the importance of robust security measures cannot be overstated. Generative AI has emerged as a powerful tool to enhance security measures. Banks are using AI to detect and mitigate potential threats, providing an additional layer of security.
For instance, Capital One has been leveraging the power of generative AI to detect patterns indicative of fraudulent activity among the millions of transactions that occur daily. This real-time analysis and detection of potential fraud have been instrumental in enhancing the bank’s security measures.
Consider the workflow of this process:
- The AI system is trained on vast datasets of transactions, learning the intricate patterns of normal behavior.
- Once the system has been trained, it can generate new instances of normal behavior.
- Any transaction that deviates from these generated instances is flagged as potential fraud.
- This proactive approach to security has significantly reduced instances of fraud, thereby protecting the interests of the bank and its customers.
Refining Risk Assessment with Generative AIefining
Risk assessment is a crucial aspect of banking operations. Traditionally, this has been a complex process involving the analysis of a customer’s financial history, current financial status, and market trends. However, generative AI has brought about a revolution in this area as well. By processing vast volumes of data, AI can make accurate predictions about the likelihood of a loan default. This helps banks make informed decisions and manage their risk more effectively.
Institutions like ING and the State Bank of India (SBI) have successfully integrated generative AI into their risk assessment processes. For instance, SBI’s AI system, aptly named “RiskEye,” analyzes a wealth of historical data and market trends to predict loan default risks. This valuable information aids in sound lending decisions, helping the bank avoid potential losses.
Personalizing the Banking Experience
Another transformative application of generative AI in banking is in the area of personalization. By analyzing a customer’s past transactions, preferences, and behavior, AI systems can generate personalized banking solutions.
Consider JPMorgan Chase’s use of generative AI. Their AI system uses customer data to create a personalized financial plan that suits the customer’s individual needs. This has not only improved customer satisfaction but also increased customer loyalty.
Challenges Still Remain
While generative AI offers immense potential, it also brings certain risks. These include:
- Model hallucinations: This is when AI models produce authoritative-sounding answers to questions, even when they don’t have enough information to provide an accurate response.
- “Black box” thinking: This refers to the difficulty in interpreting the output of the AI models or understanding how they produced it.
- Biased training data: Like any AI solution, the quality of the source data is crucial. Any biases present in the training data can be reflected in the output.
Banks need to move swiftly to leverage AI opportunities, but they must also tread with caution to consider the legal, ethical, and reputational risks.
It’s clear that generative AI is not just another technology; it is setting new standards in banking operations worldwide. As we continue to advance in AI, its role in banking will only become more profound. It’s not just about the technology itself, but how it’s reshaping the entire banking landscape. As we move forward, the focus should be on constant innovation and adaptation to leverage the full potential of generative AI.
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