How banks can harness the power of GenAI Global

The thin and lightweight chassis features a stunning FHD display with anti-glare technology to ensure a comfortable viewing experience in any lighting condition. The slim design doesn’t sacrifice connectivity for portability and features a wide array of ports, including USB-C, USB-A, HDMI, headphone/microphone and a Micro SD slot. A long-lasting battery2 with Super-Fast Charging3 supports prolonged work sessions and keeps the device ready to use whenever inspiration strikes. Samsung Electronics today announced the Galaxy Book4 Edge (15-inch), the latest addition to Samsung’s Galaxy Book lineup, now powered by Qualcomm’s cutting-edge Snapdragon® X Plus 8-core platform.

Global, multi-disciplinary teams of professionals strive to deliver successful outcomes in the banking sector. KPMG professionals use close connections and their understanding of key issues, with deep industry knowledge to help drive successful and sustainable technology and business transformations. As much processing power, computing and energy as it takes to create a model, it takes multiples of that to maintain it. Spin up thousands of different models across the enterprise and the costs rapidly multiply (as do carbon emissions). While the efficiency

of existing models is rising and the cost of deploying LLMs is dropping, the market continues to see newer, larger and more capable models being deployed. Looking ahead, gen AI is likely to develop unanticipated capabilities that may affect a banks’ cybersecurity posture.

Providing internal training programs for employees is key to generating excitement and equipping your existing teams with the resources, skills, and capabilities required for the new roles, such as prompt engineering or model fine-tuning skills. The use of synthetic data has the potential to overcome the challenges that the banking industry is facing, particularly in the context of data privacy. Synthetic data can be used to create shareable data in place of customer data that cannot be shared due to privacy concerns and data protection laws.

Connection to Samsung’s ever-growing Galaxy device ecosystem unlocks an intuitive working environment, where files can be transferred with unprecedented ease, and productivity is not interrupted by access limitations. Users can work seamlessly across PC and phone at any time, letting technology do the heavy lifting. Microsoft Phone Link7 provides access to your Galaxy phone on your PC,8 enabling use of popular Galaxy AI phone features such as Live Translate, Photo Assist gen ai in banking and Circle to Search with Google,9 opening up new ways to communicate, create and discover. Enhanced connectivity with the Samsung Galaxy ecosystem allows for one easy and efficient workflow across multiple devices, and further improves access to trailblazing Galaxy AI1 tools. All of these innovations are housed in a slim design featuring a 15.6-inch FHD display, a long-lasting battery with Super-Fast Charging and Samsung’s multi-layer Samsung Knox security.

It will collaborate extensively with partners to deliver new value propositions integrated seamlessly across journeys, technology platforms, and data sets. Aniello is a Partner at Capco Zurich and leads Capco’s Digital, Technology & Engineering Capability in Continental Europe. He is an entrepreneur with over 25 years of experience in the financial services industry. Previously, he was at Strategy&, EY, and Novantas as a strategy consultant, where he led / contributed to a range of high-impact projects to improve both top- and bottom-line across the financial services sector. Ultimately, the journey to full-scale Gen AI adoption will be gradual, requiring thoughtful leadership and continual adaptation to realize its potentially transformative impact on the banking industry.

Further, we encourage policymakers to adopt or maintain proportional privacy laws that protect personal information and enable trusted data flows across national borders. Imagine you’re an analyst conducting research or a compliance officer looking for trends among suspicious activities. You need answers that are not just backed up by evidence, but evidence that is easily retrievable and can be proven to be accurate. This requires a combination of AI and human intelligence, along with a well-thought-out risk-based approach to gen AI usage. That’s because some concerns about gen AI’s accuracy and security are particularly acute when talking about its use in regulated industries, such as the larger banking system.

Manage Risk and Improve Credit Scoring

Said they believed that the technology will fundamentally change the way they do business. The pressing questions for banking institutions are how and where to use gen AI most effectively, and how to ensure the applications are fully adopted and scaled within their organizations. Our surveys also show that about 20 percent of the financial institutions studied use the highly centralized operating-model archetype, centralizing gen AI strategic steering, standard setting, and execution.

When banks expand or work with new client categories, it’s crucial that they provide excellent customer service. This is achieved by addressing FAQs and offering clear guidelines on how to proceed. The information provided should be communicated clearly, using understandable language. Generative AI conversational systems powered by deep learning models can be a valuable resource. The technology improves their understanding of essential financial concepts, banking products, and services.

Besides certain software systems for risk minimization, the use of generative AI is one possible solution for minimizing such losses resulting from the lack of adequate risk management. However, employing GANs for fraud detection has the potential to generate inaccurate results (see Figure 1), necessitating additional improvement. Banks also can’t overlook that bad actors have access to these same tools and are moving quickly. Thinking about how your cybersecurity operations centers can leverage generative AI, while recognizing and preventing malicious use cases such as voice replication, will be vital.

The challenge is to balance reinvention with the ongoing operation of the bank, maximizing the opportunities while limiting the disruption. To accomplish this will require not only execution excellence but also a culture of innovation, a core value of which will be curiosity. The point is that — if banks were to focus purely on individual siloed use cases and cost outcomes — they would be missing the big opportunities that genAI can deliver.

Train, deploy, and test the Gen AI system on a small scale before expanding it to critical use cases like loan underwriting or generating investment strategies. These are key essentials to focus on for a successful Gen AI implementation strategy. However, it is worth noting that they only provide a foundational starting point for building robust Gen AI solutions. Banks will need even more comprehensive implementation roadmaps that detail a wider range of strategic considerations. This high containment rate is driven by interface.ai’s combination of graph-grounded and Generative AI technologies. Built on 8+ years of domain-specific collective intelligence across every channel, the Voice Assistant has exceptional understanding, allowing it to accurately interpret and respond to a wide range of industry queries.

Each presents unique opportunities for banks to reinvent their business models, and GenAI has come to the forefront as a means for banks to accelerate innovation. Whether you’re looking to implement Conversational AI banking interfaces, simplify internal processes with intelligent automation, or get deeper insights from your datasets, we have the expertise and experience to aid you in achieving these goals. We begin with a thorough discovery phase to understand your business challenges and opportunities. Our team validates your ideas with a proof of concept, followed by meticulous design, development, training, and testing. Post-launch, our company provides ongoing monitoring and fine-tuning to ensure your AI solutions continue to deliver optimal performance and value.

Once companies have embedded gen AI in these roles and functions, they have seen a second wave of emerging use cases across other aspects of risk management. Gen AI can streamline enterprise risk by synthesizing enterprise-risk-management summaries from existing data and reports. It can help accelerate the internal capital adequacy assessment process and model capital adequacy by sourcing relevant data. Banks can also use it to summarize risk positions and draft risk reports and executive briefings for senior management.

As banks continue to adopt and refine this technology, they will be better equipped to meet the evolving needs of their customers and maintain a competitive edge in the financial industry. You can foun additiona information about ai customer service and artificial intelligence and NLP. The advent of generative AI in the banking industry is not about technology evolution—generative artificial intelligence is set to redefine the very essence of banking by shaping entirely new business models. The impact Gen AI has on the banking sector is immense across literally all banking functions, especially in terms of banking operations and decision-making. The platform operating model envisions cross-functional business-and-technology teams organized as a series of platforms within the bank.

These will inevitably be double-edged, both in terms of facilitating attacks and defending against them. Knowing the nature of the models and tools will only assist in bolstering defenses. Some challenges can be addressed through regulation, ensuring that AI technologies are developed https://chat.openai.com/ and deployed in line with responsible industry practices and international standards. Others will require fundamental research to better understand AI’s benefits and risks, and how to manage them, and developing and deploying new technical innovations in areas like interpretability.

This, in my opinion, is where the ultimate potential of AI lies—helping humans do more work, do it better, or freeing them up from repetitive tasks. Banks need to adopt a fail-fast culture, actively engage employees and diversify employee backgrounds and skillsets. Similarly, many banks have been pursuing industry verticalization and deposit retention strategies, as well as seeking new and diversified revenue streams. Build confidence, drive value and deliver positive human impact with EY.ai – a unifying platform for AI-enabled business transformation. With cutting-edge Generative AI, they can now detect potentially compromised cards at twice the speed, safeguarding cardholders and the financial ecosystem.

With the application of Generative AI in banking, businesses can simplify the processes. The result is financial services that are easy to understand, transparent, and low-cost. By rapidly examining diverse financial information, AI models offer an exhaustive overview of a borrower’s possibilities. This enables lenders to not only make faster decisions but also tailor loan terms and interest rates to individual circumstances. Additionally, AI-powered simulations assess potential risks under various economic conditions. The result is a win-win scenario for both businesses and borrowers, making the lending process safer, more efficient, and transparent.

You can read more about our editorial guidelines and our products and services review methodology. To successfully implement Gen AI in the banking sector, financial institutions should consider the following five recommendations. Among the biggest concerns for the banking sector is the potential for AI-based systems to generate outcomes or advice which are biased or unfair. Nevertheless, not only decision makers, but also loan applicants require explanations of AI-based decision-making processes, such as the reason why their applications were denied. The reason for such a need is to ensure user trust as well as to increase customer awareness so that they can make more informed applications in the future. Establishing a risk management plan is essential for banks to maintain an appropriate level of risk exposure, identify possible risk areas, and take action to preserve profitability.

Scaling gen AI in banking: Choosing the best operating model

The Galaxy Book4 Edge (15-inch) is available in select markets starting October in an iconic Sapphire Blue finish. Another way to leverage artificial intelligence during a sales call is by having the tool take notes, generate follow-ups, and assign tasks after the call so that the sales rep can spend more time listening to the customer and less time taking notes. “In the end, you can get a recap, see exactly what’s taking place, and initiate a follow-up call automatically, all using AI,” said Walton.

Larger banks further along in their AI experimentation should establish a control tower function to not only provide direction and vision, but also document a high-level roadmap to achieving the firm’s GenAI goals. Such a roadmap requires a rethink of the value chain and business model, a full assessment of technology architectures and data sets and evaluation of innovation investments. A control tower approach both provides GenAI leadership and coordinates ongoing execution and deployments. It’s critical that the right controls and metrics be put in place, with adjustments being made over time as business outcomes are tracked and needs change. In shaping their GenAI strategies and plans, banking leaders must recognize GenAI’s position alongside Web3, blockchain, quantum computing and other disruptive technologies.

That way, banks don’t need to comb through transactions manually, which takes longer and is prone to human error. The assistant has reportedly handled 20 million interactions since it was launched in March 2023 and is poised to hit 100 million interactions annually. Using Google’s PaLM 2 LLM, the app is designed to answer customers’ everyday banking queries and execute tasks such as giving insight into spending patterns, checking credit scores, paying bills, and offering transaction details, among others.

Any engineering talent rethink needs to begin with an understanding of how gen AI will affect the product development life cycle. When it comes to gaming, Intel says the frame rates are 68 percent better than its nearest rivals. And yes, AI is bound to be a big focus for Intel with these Core Ultra processors. The company says AI features in Adobe Premiere and other tools deliver 58 percent faster performance. The journey to becoming an AI-first bank entails transforming capabilities across all four layers of the capability stack.

Beyond measurement, gen AI can aid climate impact analysis by ultimately automating reporting on environmental, social, and governance topics. It can aid risk by automating climate risk drafts, and it can spur growth by using customer data to personalize green financial products. In today’s rapidly evolving landscape, the successful deployment of gen AI solutions demands a shift in perspective—that is, starting with the end user experience and working backward. This approach entails a rethinking of processes and the creation of AI agents that are not only user-centric but also capable of adapting through reinforcement learning from human feedback. This ensures that gen AI–enabled capabilities evolve in a way that is aligned with human input.

Grounding strategic workforce planning in business needs and skills

Though early generative AI pilots appear rewarding and impressive, it will definitely take time to realize Gen AI’s full potential and appreciate its full impact on the banking industry. Banking and finance leaders must address significant challenges and concerns as they consider large-scale deployments. These include managing data privacy risks, navigating ethical considerations, tackling legacy tech challenges, and addressing skills gaps. While traditional AI has come a long way in improving efficiency and decision-making in the banking sector, it may have limitations when dealing with unstructured data, natural language understanding, and complex contextual analysis.

For example, scammers could use Gen AI to quickly create new phishing attacks, smishing attacks, fake browser extensions, or impersonation scams. While Gen AI holds big promise for banking, most of the current deployments are limited to just a few areas or don’t go beyond the experimental phase. Though early pilots appear impressive, it will definitely take time to realize Gen AI’s full potential for the banking industry. It saw its call containment rate soar from 25% when using a non-AI-powered IVR solution, to 75% with interface.ai’s GenAI Voice Assistant.

The use of Generative AI and machine learning in banking is not limited to the US or Canada. Financial institutions and banks in India are also utilizing enterprise chatbots and machine learning for AI-powered banking applications such as voice assistants and fraud detection. Global adoption of gen AI initiatives involves strategic road mapping, talent acquisition, and managing new risks.

• Already, nearly 70 percent of top economic performers, versus just half of their peers, use their own software to differentiate themselves from their competitors.
• For example, Fujitsu and Hokuhoku Financial Group have launched joint trials to explore promising use cases for generative AI in banking operations.
• Overall, the switch from traditional AI to generative AI in banking shows a move toward more flexible and human-like AI systems that can understand and generate natural-language text while taking context into account.

BBVA is leading the charge in European banking by deploying ChatGPT Enterprise to over 3,000 employees, making it the first bank on the continent to partner with OpenAI. This strategic move aims to maximize performance, simplify procedures, and encourage out-of-the-box thinking across the organization. The bank envisions Gen AI empowering workers in numerous ways, including content creation, complex question answering, data analysis, and process optimization.

Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. For smaller and midsize organizations in earlier stages of GenAI adoption, a CoE will suffice as a first step and coordination point for knowledge. Further, a CoE will allow the organization to incrementally improve capabilities, spread best practices, foster knowledge sharing and promote early use cases. Banks can use GenAI to generate new insights from the data they

collect on buying habits, trade patterns and internal tax

compliance and to createadditional revenue streams.

Yet we’re still in the early innings of cloud-based AI’s impact on financial services and in society more broadly. This is akin to the flip-phone phase with the touchscreen era right around the corner. When that arrives, it will bring incredible opportunities for banks, including in KYC/AML and anti-fraud work. Cross-industry Accenture research on AI found that just 1% of financial services firms are AI leaders. The median score for AI maturity in financial services is 27 on a scale — nine points lower than the overall median.

Social media significantly impacts how young people spend their money and approach personal finance. Hubbard warned that the harsh reality is that social media-driven consumerism can often overshadow long-term financial planning. TikTok, Instagram, Facebook and X all fall under one umbrella here, as many young people are on these platforms.

Naturally, banks encounter distinct regulatory oversight, concerning issues such as model interpretability and unbiased decision making, that must be comprehensively tackled before scaling any application. It can also be distant from the business units and other functions, creating a possible barrier to influencing decisions. These dimensions are interconnected and require alignment across the enterprise. A great operating model on its own, for instance, won’t bring results without the right talent or data in place.

These programs now handle an array of customer service interactions regarding topics from account information to personalized financial advice, acting as virtual financial advisors. We expect gen AI to empower banks’ entire risk and compliance functions in the future. This implies a profound culture change that will require all risk professionals to be conversant with the new tech, its capabilities, its limitations, and how to mitigate those limitations. Using gen AI will be a significant shift for all organizations, but those that navigate the delicate balance of harnessing the technology’s powers while managing the risks it poses can achieve significant productivity gains. For instance, McKinsey has developed a gen AI virtual expert that can provide tailored answers based on the firm’s proprietary information and assets. Banks’ risk functions and their stakeholders can develop similar tools that scan transactions with other banks, potential red flags, market news, asset prices, and more to influence risk decisions.

It excels in finding answers in large corpuses of data, summarizing them, and assisting customer agents or supporting existing AI chatbots. For example, in this video, we explore how gen AI can speed up credit card fraud resolution — a win-win for customers and customer service agents. Gen AI, along with its boost to productivity, also presents new risks (see sidebar “A unique set of risks”). Risk management for gen AI remains in the Chat GPT early stages for financial institutions—we have seen little consistency in how most are approaching the issue. Sooner rather than later, however, banks will need to redesign their risk- and model-governance frameworks and develop new sets of controls. We recently conducted a review of gen AI use by 16 of the largest financial institutions across Europe and the United States, collectively representing nearly $26 trillion in assets.

About the Google Cloud Generative AI Benchmarking StudyThe Google Cloud Customer Intelligence team conducted the Google Cloud Generative AI Benchmarking Study in mid-2023. Participants included IT decision-makers, business decision-makers, and CXOs from 1,000+ employee organizations considering or using AI. Participants did not know Google was the research sponsor and the identity of participants was not revealed to Google. Financial services leaders are no longer just experimenting with gen AI, they are already way building and rolling out their most innovative ideas. Watch this video to learn how you can extract and summarize valuable information from complex documents, such as 10-K forms, research papers, third-party news services, and financial reports — with the click of a button.

For banks to stay ahead in the AI-driven landscape, they must invest in AI research and development. This includes funding academic research, establishing partnerships with AI research organizations, and nurturing in-house AI talent. Finance in the experience age heralds a new era for customers and banks alike, with embedded finance the key to success. Identifying opportunities to modernize infrastructure, enhance data quality and improve data flows is the critical first step. Banks may need to enhance computing capabilities (e.g., server capacity, data storage and computational power) to deploy AI in bank’s existing tech and data environments.

Join us as we unravel how these technologies are shaping the future of finance. Also, while AI can automate and streamline many processes, it should not have the final say in critical decisions such as loan approvals. Instead, AI should handle data analysis and initial assessments, leaving the ultimate decision to human financial professionals.

It’s imperative for risk and compliance functions to put guardrails around gen AI’s use in an organization. However, the tech can help the functions themselves improve efficiency and effectiveness. In this article, we discuss how banks can build a flexible, powerful approach to using gen AI in risk and compliance management and identify some crucial topics that function leaders should consider. A successful gen AI scale-up also requires a comprehensive change management plan. Most importantly, the change management process must be transparent and pragmatic. Capabilities such as foundation models, cloud infrastructure, and MLOps platforms are at risk of becoming commoditized, given how rapidly open-source alternatives are developing.

Advanced models like OpenAI’s GPT series and other next-generation models have the potential to bring significant benefits to the banking industry. Learning from initial quick wins will provide the momentum to move on to higher-value, higher-risk use cases when the organization is ready. It will also set the stage for using GenAI to transform and reinvent business models. In the near term, banks should focus on driving forward the highest value potential opportunities while factoring in the level of risk exposure. The portfolio of AI investments should accelerate broader bank strategic objectives while capitalizing on near-term quick wins that offer clear value with minimal risk. Internally oriented use cases for generating content and automating workflows (e.g., knowledge management) are typical­­­­ly good starting points.

As adoption increases, the real impact on ad performance and user experience will become clearer. And as a Copilot+ PC, you know your computer is secure, as Windows 11 brings layers of security — from malware protection, to safeguarded credentials, to data protection and more trustworthy apps. The Galaxy Book4 Edge (15-inch) is one of the most portable 15.6-inch laptops available.

As a result, the institution is taking a more adaptive view of where to place its AI bets and how much to invest. AI is fundamentally transforming the banking industry by driving efficiency, enhancing customer experiences, and improving risk management. As AI technologies continue to evolve, banks will increasingly leverage these innovations to stay competitive and meet the growing demands of their customers. The future of AI in banking is bright, with continued advancements promising to reshape the industry in profound ways. Overcoming ethical concerns and bias in AI models, as well as compliance with legal and data protection requirements, are also critical challenges in implementing generative AI in banking.

The technology is now widely viewed as a game-changer and adoption is a given; what remains challenging is getting adoption right. So far, nobody in the sector has a long-enough track record of scaling with reliable-enough indicators about impact. Yet that is not holding anyone back—quite the contrary, it’s now open season for gen AI implementation and the learnings that go with it.

Each platform team controls their own assets (e.g., technology solutions, data, infrastructure), budgets, key performance indicators, and talent. In return, the team delivers a family of products or services either to end customers of the bank or to other platforms within the bank. In the target state, the bank could end up with three archetypes of platform teams.

We are not a comparison-tool and these offers do not represent all available deposit, investment, loan or credit products. Customer service and support is one of the most promising Generative AI use cases in banking, particularly through voice assistants and chatbots. GenAI voice assistants can now automate a high portion of incoming queries and tasks with exceptional intelligence, accuracy and fluidity. This evolution has not only improved the quality of customer interactions, but also expanded the range of services that can be automated. They can improve their competitiveness in client servicing by using the technology to write documents that are currently produced by hand. And they can tap tools such as Broadridge’s BondGPT2For more, see “LTX by Broadridge Launches BondGPTSM Powered by OpenAI GPT-4,” Broadridge press release, June 6, 2023.

The pervasive reach of generative AI means it won’t exclusively or even primarily be a cost-saving technology, in banking its most important contribution will be to drive growth. Member firms of the KPMG network of independent firms are affiliated with KPMG International. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. KPMG firms are excited about AI’s opportunities and equally committed to deploying the technology in a way that is responsible, trustworthy, safe and free from bias. KPMG Trusted AI, is our strategic approach and framework to designing, building, deploying and using AI solution in a responsible and ethical manner so we can accelerate value with confidence.

• In a world ruled by algorithms, SEJ brings timely, relevant information for SEOs, marketers, and entrepreneurs to optimize and grow their businesses — and careers.
• Banking and finance emerged as some of the most active users of this earlier AI, which paved the way for new developments in ML and related technologies.
• Just as the smartphone catalyzed an entire ecosystem of businesses and business models, gen AI is making relevant the full range of advanced analytics capabilities and applications.
• We have found that across industries, a high degree of centralization works best for gen AI operating models.

Governments, the private sector, educational institutions, and other stakeholders must work together to capitalize on AI’s benefits. While headlines often exaggerate how generative AI (gen AI) will radically transform finance, the truth is more nuanced. Another limitation of Generative AI is that it can produce incorrect results if it’s fed with poor or incomplete data due to AI hallucination. First, you must train the Generative AI on your customers’ financial goals, risk profiles, income levels, and spending habits. From there, you can use it to make personalized budgeting and saving recommendations. According to a study by Forrester, 72% of customers think products are more valuable when they are tailored to their personal needs.

Initial progress is also being made with more complex functions, including generating test cases and backlogs, developing insights from market trends, automating log scraping, and estimating and resolving the impact of bugs. Most of the laptops with the new Lunar Lake processors will look identical to the existing models and the only change will be the Intel logo on the chassis. Intel says you can get 14 hours out of the new laptops doing office productivity work which is 5 hours more than Qualcomm’s ability. For many banks, ensuring adoption of AI technologies across the enterprise is no longer a choice, but a strategic imperative. Envisioning and building the bank’s capabilities holistically across the four layers will be critical to success.

Forrester reports that nearly 70% of decision-makers in the banking industry believe that personalization is critical to serving customers effectively. However, a mere 14% of surveyed consumers feel that banks currently offer excellent personalized experiences. Indeed, the survey of bank technology leaders indicates that the biggest benefit most banks see from their use of AI and automation is raised employee satisfaction levels. KPMG professionals have talked with employees who are delighted about the increased level of customer service they can provide thanks to automation and AI.