Although artificial intelligence has reached the final corner Banking sector You won’t be giving up on in-person customer service as part of your quest for efficiency. On the contrary, it will be another tool to personalize your services. This is the main conclusion from the roundtable “Digital transformation of the financial system and the role of artificial intelligence” organized by Prensa Ibérica and Grant Thornton at the I Finance Forum at the Intercontinental Hotel in Madrid.
The ability to process large volumes of data optimizes bankers’ efforts to find a solution. Concrete solution for every customerPablo Reboiro, N26’s general manager for Spain and Portugal, said during his speech: “Who knows you, a manager you visit every 6 months, or an algorithm that sees all your movements in real time?” asked.
AI will also serve to strengthen cybersecurity; This comes after the payment platform Redsys crashed twice and the NoName57 group in July this year by Abanca, Bankinter, Caja Rural Group or Cooperative Bank. It is a technology that serves to combat money laundering. “We are using artificial intelligence to fight fraud,” Reboiro said. At N26, they have created a model that verifies the reliability of their operations to find out if their customers are committing fraud, especially after the rise of digital banking. “Financial crime is always one step ahead,” he said.
However, using machines is not everything. “I don’t think artificial intelligence will replace personal relationships”Andbank CEO Ignacio Iglesias made a statement that was shared by all participants at the table. According to Franck Vignard, CEO of BNP Paribas Personal Finance, “the secret will not be in the use of technology, but in the good balance between artificial intelligence and the human perspective.” In this case, a team of 300 people is taking this technology into their hands for customer management (collections) after running a series of tests with ChatGPT that yielded “impressive” results.
This balance is seen in sensitive issues such as mortgages, for example. 60% of BNP Paribas Personal Finance customers have variable mortgages, which become €300 more expensive per month. In this case, “a machine will not be able to empathize.” “AI helps predict criminality, but the machine will be based on the data you provide it,” Vignard justifies. Therefore, according to Igor Garzesi, CEO of Banco Mediolanum, this tool “will be very useful when it comes to data transfer and more routine operations.”