Generative AI and Ally
We’re exploring ways gen AI can help us be even more of an ally.
Our POV on gen AI.
We think of Generative Artificial Intelligence (Gen AI) as a personal assistant that can quickly help with tasks and provide insights and recommendations. Similarly, gen AI allows a human to ask a question or provide a task, usually referred to as a prompt, then uses algorithms and patterns to develop new content, ideas and data based on that prompt.
Doing It Right.
Our approach to gen AI is driven by our commitment to doing what's best for our employees and customers. As we move toward the future, we want to make sure we’re exploring new uses of gen AI responsibly. That means continuing to prioritize how we protect sensitive information, explore internal uses and drive innovation with humans at the forefront.
“Generative AI has the potential to be a game-changer in financial services, especially at a pace that requires organizations to be nimble while maintaining high standards. While we continue to be prudent and cautious, we’re not standing still. Actions will speak louder than words when it comes to AI adoption and usage in banking. We’re going to continue to make moves and do it right with AI."
- Sathish Muthukrishnan, Chief Information, Data and Digital Officer
Working smarter with gen AI.
We’re looking at ways we can harness the power of gen AI to help our employees day to day, so they can dedicate more time using their passion and creativity to really shoot for the moon on new and improved solutions for our customers. Know that while gen AI plays a supportive role, decision-making and our mission to providing first-class experiences will always be in the hands of humans.
How we’re using it — an unfolding journey.
Call summarization
Our Customer Care Associates can focus more on supporting our customers’ needs while gen AI securely summarizes calls. It’s a customer service win-win.
Content creation
Gen AI can provide first drafts for our content designers when exploring ways to educate our customers and explain different financial concepts. This saves our content designers more time to dedicate to digital experiences that’ll make interactions much more meaningful for our customers.
Ally and the Responsible AI Institute.
We’re proud to be the first U.S. bank to join the Responsible AI Institute (RAI Institute), a global non-profit dedicated to promoting successful AI efforts across organizations.