How Citi, Citizens, TD deploy AI agents without upsetting humans
Banks like Citi, Citizens, and TD are deploying AI agents to enhance productivity while addressing employee concerns about job security. Strategies include reskilling workers and assigning AI to handle repetitive tasks. Leaders emphasize transparency and training to ensure smooth adoption and redefine productivity. AI is used for coding, complaint handling, and quality control, with efforts to educate and excite employees about the technology's benefits.
American Banker·