Artificial Intelligence is Transforming the Financial Services Sector

Digital transformation was taking place in fits and starts before the pandemic, but now digital initiatives are accelerating rapidly. Digitalization using new technologies including artificial intelligence and hybrid cloud are at the heart of this acceleration and this has been more rampant in the financial services sector, also driven by rapid technological innovation and quickly shifting customer preferences. During the COVID-19 global pandemic, the number one business priority was the safety and well-being of employees, businesses also worked overtime to meet the changing needs of clients. Companies turned to AI and machine learning to deliver novel digital customer journeys and eliminate unnecessary interventions in the most routine, repetitive, and paper intensive tasks. Virtual assistants became a critical tool for large organizations and governments during the pandemic. Nearly 43% of businesses globally accelerated their rollout of AI over the last year, according to IBM's 2021 Global AI Adoption Index, as organizations looked to virtual assistants to manage swelling call volumes and other similar pathways to automation.