Banking and financial services have undergone digital transformations in the past few years, improving, efficiency, convenience, and security. Generative AI is now making a significant shift, the surveys conclude that 78% of banking and financial institutes are planning or already implementing Gen AI. About 61 percent foresee an impact on the value chain, empowering responsiveness and efficiency. Globally, the BFSI sector predicts a 5 to 10-year timeline for strategically investing in areas like customer service and cost-cutting.
Among the BFSI sector, banking is going to have the largest opportunities with a potential of $200 to $340 billion annual growth. The economic impact is likely to benefit the banking sector and function, with outright gain in the retail and corporate sectors.
Morgan Stanley adopts AI Assistant for Financial Advisors
Morgan Stanley, an investment bank and wealth management firm has recently unveiled their internal Gen AI model for financial advisors and support staff members. This AI model is built using Open AI’s GPT-4, which helps thousands of wealth managers find answers quickly from a massive internal knowledge base; also condenses the client meeting contents and creates follow-up emails.
Banking giant Morgan Stanley has already implemented an artificial intelligence-powered assistant, ‘AI @ Morgan Stanley Assistant’ for its financial advisors and support staff members to access over 100,000 documents and research reports.
In a recent memo, Morgan Stanley's co-president Andy Saperstein said “Financial advisors are the center of Morgan Stanley wealth management universe” also he added, “ Generative AI revolutionizes client interactions, bring efficiencies to financial advisors, and ultimately helps free up time to do what you do best: serve your customer.”
The AI model tends to save the time and effort of financial advisors and customer support staff on administrative and research tasks questioning related to markets, and internal processes, so the advisors focus more on engaging clients effectively.
As a result, the bank reported that ‘the time to produce an investment is cut to more than 90 percent (from 9 hours to 30 minutes)’ using gen AI.
Morgan Stanley is also planning to unveil more AI tools, which include running a pilot on an AI program called Debrief, which will summarize client meetings and create follow-up emails automatically.
ABN Amro Bank Trialing Gen AI across 20 Contact Centers
ABN Amro, a leading Dutch bank is trialing generative AI in 20 contact centers, disclosing that the bank is expanding the technology to more than 200 employees as part of the co-pilot.
Traditionally, bank agents make notes during a customer call to create a summary of a conversation. Now, the bank is using Open AI’s ChatGPT to create these summaries. By summarizing and analyzing customer conversations, gen AI lets center agents save time and effort on administrative tasks, and focus more on providing personalized customer support.
Annerie Vreugdenhil - an executive board member at the bank said “The bank advances when it comes to generative AI, it might have a competitive advantage for a short period”. She added, “The organization’s agents are now happy as the technology makes them productive.”
Citigroup benefits Generative AI to Read 1,089 Capital Rules Pages
Citigroup Inc. gave access to generative AI to their 40,000 coders as Wall Street continues to hold the growing technology. The bank uses generative AI to produce sentences or essays based on the user’s commands or prompts. The technology was trained first with vast quantities of pre-existing knowledge resources.
Bank executives use this generative AI technology to train their staff to be more efficient and productive. When federal regulators published 1,089 pages of capital rules for the US banking sector, Citigroup Inc. thoroughly read the document word by word using Gen-AI.
The bank's compliance department used this technology to evaluate the impact of the plan, which determines the capital the lender has to set to safeguard against future losses.
Citigroup has also been using large language models to summarize the regulations and legislation in all operating countries so they comply with those rules. As a global bank, enduring regulations in each jurisdiction can be difficult.
HSBC to Develop ESG Virtual Experts Using Generative AI
HSBC, a European bank is using generative AI to develop environmental, social, and governance (ESG) virtual experts that extract and synthesize unstructured information from long documents. The model responds to complex questions based on a prompt, extracting information from visuals and tables.
HSBC reported the significant cost reduction associated with the back-office operations. The bank has over 100 use cases that are currently running. The use case includes content optimization to personalized marketing to the customers. More importantly, the bank is investing in security and resilience, primarily using Gen-AI to empower fraud detection.
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