AI enables banks to spot bias claims in customers' complaints

In one 2020 complaint to the Consumer Financial Protection Bureau, a consumer echoed the words of George Floyd to describe an experience with a financial company, saying "you all will not let me breathe." The consumer wanted to know why the firm would "not take their knee off ... my neck?" Another criticized a company for its approach to sexual identity issues. "The employees refused to be sensitive to my pronouns' and name change," the consumer said. "As a result, my account was closed after years of torture from this credit card company."