Benefits of AI in the banking industry

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 1/9 Benets of AI in the banking industry usm systems Oct 4 · 5 min read The banking industry is primarily a world of computers and networks. It’s boggling that the bulk of the world’s wealth is stored in databases and transactions are simply the exchanges of information over networks. As impressive — or scary — as that might sound artificial intelligence technologies aim to further revolutionize the way banking is done and the relationships between banks and their customers’ experience.

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 2/9 Always-on chatbot sidesteps banking hours There’s a reason why people deride banking hours. Banks never seem to be open when you need them most such as later in the day or on holidays and weekends. Our money doesn’t sleep so why should the banks Fortunately AI in banking is one of the most impactful applications of artificial intelligence through the use of conversational assistants or chatbots to engage customers 24/7. Customers are increasingly comfortable with chatbots handling many things even private conversations regarding bank transactions bank services and other tasks that don’t necessarily require human intervention. For example Bank of America introduced Erica as a virtual assistant to help with customer transactions and that has shown significant positive ROI. Many banks have quickly followed suit although some with mixed results. In addition to fielding customer service inquiries and conversations about individual transactions banks have been finding good results in using chatbots to make their customers aware of additional services and offerings. For example business customers might not be aware of merchant services and loan offerings that can help resolve payment or credit issues. AI-based assistants aware of customer patterns can engage the customer at

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 3/9 appropriate times such as when they are on the bank site or mobile app for more successful conversions and customer experiences. Furthermore banks can now segment customers individually rather than the traditional generalized customer buckets. By using AI-based pattern matching and behavioral analysis banks are able to make the right offer or suggestion to the right customer reward their best customers and respond to immediate finance-related customer service needs. AI in banking aids regulatory compliance Banking is one of the most highly regulated sectors of the economy both in the United States and worldwide. Governments use their regulatory authority to make sure banks have acceptable risk profiles to avoid large- scale defaults as well as to make sure banking customers are not using banks to perpetrate financial crimes like fraud and money laundering. As such banks have to comply with myriad regulations requiring them to know their customers prevent money laundering uphold customer privacy monitor wire transfers and comply with a stack of additional regulations. Banking regulatory compliance has significant cost and even higher liability if not followed. As a result banks are looking to smart AI virtual assistants

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 4/9 to monitor transactions keep an eye on customer behaviors and audit and log information to various compliance and regulatory systems. Big-data-enhanced fraud prevention is already making a significant impact on credit card and loan underwriting processes and the addition of machine learning algorithms and cognitive technologies is helping those systems stay ahead of the game as the nature of fraud continues to evolve. By looking at customer behaviors and patterns instead of specific rules AI- based systems help banks stay on top of their regulatory compliance while minimizing overall risk. Using AI in customer support channels boosts operational efficiency. Improving decision-making for loans and credit Similarly banks are using AI-based systems to help make more informed safer and profitable loan and credit decisions. Currently many banks are still too confined to the use of credit scores credit history customer references and banking transactions to determine whether or not an individual or company is creditworthy.

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 5/9 However as many will attest these credit reporting systems are far from perfect and are often riddled with errors missing real-world transaction history and misclassifying creditors. In addition to using data that’s available AI-based loan decision systems and machine learning algorithms can look at behaviors and patterns to determine if a customer with limited credit history might in fact make a good credit customer or find customers whose patterns might increase the likelihood of default. The challenge with using AI-based systems for loan and credit decisions is they can suffer from bias-related issues similar to their human counterparts. This is due to how loan decision-making AI models are trained. Banks looking to use machine learning as part of real-world in-production systems need to make sure to factor bias and ethics into their AI training processes to avoid these potential problems. This is especially the case when using AI algorithms such as deep learning approaches that are inherently unexplainable. The issue of explainability is another potential stumbling block. Financial institutions operate under regulations that require them to issue explanations for their credit-issuing decisions to potential customers. This makes it difficult to implement tools built around neural networks which operate by teasing out subtle correlations between thousands of variables

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 6/9 that are typically incomprehensible to the human mind. Explaining the decisions of neural networks is challenging and can negatively affect the customer experience. Reducing bank operating costs and risk The bank industry is largely digital in operation but it is still riddled with human-based processes that sometimes are paperwork-heavy. In these processes banks face significant operational cost and risk issues due to the potential for human error. AI in banking is being applied to these processes to eliminate much of the time-intensive and error-prone work involved in entering customer data from contracts forms and other sources. Improved handwriting recognition natural language processing and other technologies combined with intelligent process automation tools are being used more and more in back-office operations to handle a wide range of banking workflows. In addition by replacing these human processes with AI-based automation banks can impose audit and regulatory control where it previously has been unable to do so. By replacing humans with intelligent automated assistants banks can focus their human resources on higher-value tasks such as offering new services to their customers or improving customer satisfaction.

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 7/9 According to Accenture banks are seeing between 20 to 25 savings in their operations through implementation of intelligent assistants and AI- based systems in their back office workflows. AI assistants for investing Finally some banks are delving deeper into the world of AI by using their smart systems to help make investment decisions and support their investment banking research. Firms like Switzerland-based UBS and Netherlands-based ING are having AI systems scour the markets for untapped investment opportunities and inform their algorithmic trading systems. While humans are still in the loop with all these investment decisions the AI systems are uncovering additional opportunities through better modeling and discovery. In addition many financial services companies are offering robo advisers that can help their customer better manage their money. Through personalization chatbots and customer-specific models these robo advisers can provide high-quality guidance on investment decisions and be available whenever the customer needs their assistance.

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 8/9 In all these ways AI in banking is continuing to transform the industry to provide greater levels of value to their customers reduce risks and increase opportunities involved in being the financial engines of our modern economy. Dig Deeper on AI business strategies . . . Originally published at https://searchenterpriseai.techtarget.com. Articial Intelligence AI Ai Development Ai Technology Ai Services Discover Medium Welcome to a place where words matter. On Medium smart voices and original ideas take center stage - with no ads in sight. Watch Make Medium yours Follow all the topics you care about and we’ll deliver the best stories for you to your homepage and inbox. Explore Become a member Get unlimited access to the best stories on Medium — and support writers while you’re at it. Just 5/month. Upgrade About Help Legal

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10/4/2019 Benefits of AI in the banking industry - usm systems - Medium https://medium.com/swetha23/benefits-of-ai-in-the-banking-industry-f0555aa345fd 9/9

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