Banking: How generative AI can be put to work

While the potential applications for generative AI in banking are almost limitless, our experience and analysis show there are mainly three ways the technology is currently being employed

While the potential applications for generative AI in banking are almost limitless, our experience and analysis show there are mainly three ways the technology is currently being employed: by using tools in which generative AI is embedded (e.g., email), by using the technology to transform the operating model (e.g., call centers, code development), and by using it to innovate and differentiate the bank’s experiences and offerings.

👉 Embed

Many software vendors whose platforms are used by banks to run their business are incorporating generative AI into every aspect of what they do. For example, Microsoft began integrating large language models (LLMs) into its Microsoft 365 suite of apps back in March 2023 with the launch of Copilot. Adobe’s Firefly tool can generate images from simple text prompts. Salesforce offers a CRM assistant called Einstein that gets its intelligence from generative AI, and Workday recently started integrating the technology into its tools. All of these are intended to both automate and augment banking tasks and roles.

👉 Transform

One of the most immediate ways banks could put generative AI to work is to integrate it with middle- and back-office operations to drive efficiency and effectiveness gains. Just one example is the transcription and summarization of customer call recordings. Generative AI could also enable transformation that has been put off due to financial or talent constraints—such as core system modernization.

It is still early days, but we are seeing some banks use generative AI to dissect and reverse-engineer their legacy code, and rewrite it in a modern language. Westpac, for example, is pairing its engineers with a generative AI companion to help fast-track software development projects, resulting in a 20%+ increase in code written by its programmers.

👉 Innovate and Differentiate

The greatest, most enduring impact of generative AI will likely be in equipping banks to innovate and differentiate their products, marketing, and customer interactions.

On the product side, banks are using generative AI to produce thousands of scripts tailored for individual customers. In marketing, they are beginning to adopt the technology to achieve levels of personalization which, until now, have been economically impossible. They are combining internal and external customer data with behavioral economics to generate curated experiences similar to that of the latest vehicle sat-nav systems.

Customer intent has become more apparent, allowing banks to become more empathetic, proactive, and relevant. The ability to tailor customer interactions, recommendations, and pricing may very well be the most important benefit banks gain by using generative AI.

Author

AiUTOMATING PEOPLE, ABN ASIA was founded by people with deep roots in academia, with work experience in the US, Holland, Hungary, Japan, South Korea, Singapore, and Vietnam. ABN Asia is where academia and technology meet opportunity. With our cutting-edge solutions and competent software development services, we're helping businesses level up and take on the global scene. Our commitment: Faster. Better. More reliable. In most cases: Cheaper as well.

Feel free to reach out to us whenever you require IT services, digital consulting, off-the-shelf software solutions, or if you'd like to send us requests for proposals (RFPs). You can contact us at contact@abnasia.org. We're ready to assist you with all your technology needs.

© ABN ASIA