Reimagining customer engagement for the AI bank of the future

From instantaneous translation to conversational interfaces, artificial-intelligence (AI) technologies are making ever more evident impacts on our lives. This is particularly true in the financial-services sector, where challengers are already launching disruptive AI-powered innovations. To remain competitive, incumbent banks must become "AI first" in vision and execution, and as discussed in our previous article, 1 1. Suparna Biswas, Brant Carson, Violet Chung, Shwaitang Singh, and Renny Thomas, "AI-bank of the future: Can banks meet the AI challenge?," If fully integrated, these capabilities can strengthen engagement significantly, supporting customers' financial activities across diverse online and physical contexts with intelligent, highly personalized solutions delivered through an interface that is intuitive, seamless, and fast.