Generative AI in Banking: Real-world Use Cases and Insights

Generative AI in Banking: Real-world Use Cases and Insights

03 November 2023 • 18 min read

Generative AI in banking refers to machine learning algorithms that create synthetic databased on existing patterns. Generative AI, like ChatGPT, offers new solutions and scenarios when traditional AI analyzes and predicts. With advancements in machine learning, NLP, and computational power, banks have found new ways to apply AI across their operations.

AI is becoming an essential tool in banking, from automating customer service to predicting credit risks. Many institutions use generative AI for:

  • simulating different financial scenarios;
  • generating personalized financial plans;
  • creating new algorithms for risk assessment and fraud detection.

This Softermii article examines the pros and cons of generative AI and banking, its real-world use cases, and future trends. Join us on this journey to discover the impact of AI models on decision-making and predictive analytics.

Advantages of Generative AI in Banking

The integration of generative AI in the banking sector is a strategy that offers a host of advantages. It revolutionizes aspects like customer engagement, operational efficiencies, and decision-making frameworks. Below are some key benefits that make generative AI an indispensable tool in modern banking:

Project Calculator

Get the detailed project estatimation – choose the details of your product and calculate the quote of the development

Calculate Your Project

Project Calculator
Project Calculator

Improved Customer Satisfaction and Loyalty

Generative AI can personalize customer interactions to a degree that was unattainable before. Imagine a system that knows a customer’s transaction history and anticipates their future financial needs. It can provide personalized advice and tailored product recommendations. This deeper connection between the bank and its customers increases loyalty and satisfaction rates.

Enhanced Efficiency and Cost Reduction

Operational efficiency remains a critical concern for any banking institution. Generative AI may automate repetitive tasks such as data entry, fraud detection, and customer inquiries. Thus, banks can reduce the time and labor required for these processes. This automation boosts efficiency, highlighting the reduction in costs. The resulting streamlined operation allows banks to focus more on innovation and less on maintenance.

Better Decision-making and Risk Management

Banking is an industry built on making informed decisions, often in real time. Generative AI can synthesize complex data sets to offer insights that may be indiscernible to humans. It can assist in making more accurate and timely decisions by:

  • checking the creditworthiness of a client;
  • identifying fraudulent activities;
  • optimizing asset portfolios.

AI models ensure the bank and its clients are insulated from potential financial harm.

Enhanced Security

With enormous volumes of sensitive data, banks are high-value targets for cybercriminals. Machine learning algorithms can study patterns of normal behavior and flag any anomalies. AI catches unauthorized login attempts or suspicious transactions faster than traditional security systems. This extra layer of defense continually learns and adapts to new threats, minimizing potential losses and maintaining customer trust.

Regulatory Compliance

The banking regulations are always evolving, so compliance becomes a difficult-to-manage target. Generative AI can automate tracking, understanding, and implementing these regulatory changes.

Machine learning models can scan through hundreds of pages of legal text and identify updates relevant to a bank's operations. These insights can then be used to automatically update compliance protocols, reducing the risk of legal violations.

Potential Challenges and Concerns of Generative AI in Banking

The benefits of generative AI for banking are undeniable. Yet, it would be best to acknowledge the potential challenges of the technology's adoption. Failure to do so could negate the benefits and even introduce new risks. Here are some of the most pressing issues that banks must consider:

Data Security and Privacy Issues

As we've discussed, AI algorithms can bolster security measures. Still, they are not 100% immune to cyberattacks or data breaches. The collection of personal data also raises privacy concerns about how this data is stored, protected, and processed.

AI can automatecompliance with data protection laws like GDPR, but only human oversight can ensure ethical practices in data handling.

The Potential for Bias in AI Algorithms

AI algorithms are only as unbiased as the data used to train them. If the training data includes societal biases, the AI system can perpetuate or amplify them. Generative AI in finance and banking could manifest in discriminatory lending practices, biased fraud detection, or uneven customer service.

Generative AI in banking

Banks must ensure their AI models are trained on diverse, representative data sets. They also need to conduct regular audits of the algorithms for bias.

Over-reliance on Technology: Human Touch vs. Automation

IoT for banking makes these institutions more automated, but there's a risk of losing the human touch many customers value. It's especially priceless in sensitive situations like dispute resolution or financial planning. For some individuals, the comfort of speaking to a human advisor cannot be replaced with an AI-powered chatbot.

For example, when discussing mortgage options or retirement planning. They require a nuanced understanding of personal circumstances, which may be beyond the capabilities of AI. Banks must balance human interaction and automation for customer satisfaction to remain high.

Accountability and Transparency

AI algorithms are often labeled 'black boxes' as their decision-making processes can challenge human interpretation. This opacity raises accountability concerns, especially when things go wrong. The EU's GDPR has introduced "right to explanation" clauses. They require transparency in algorithmic decision-making. Thus, the design of generative AI for banking must be as transparent and explainable as possible.

Real-World Use Cases of Generative AI in Banking

Adopting generative AI in banking isn't a distant vision of the future; it's happening now. Financial institutions are already using AI for their operations. Here are some generative AI use cases in banking that illustrate how companies operate and deliver value.

Fraud Detection and Prevention

One of the most pressing challenges is ensuring the security of financial transactions. Artificial intelligence in fintech plays a crucial role in upholding their integrity.

Detecting Anomalous Transactions

Traditional fraud detection methods often rely on static rules and parameters. They can sometimes yield false positives or fail to catch new types of fraud. Generative AI employs machine learning algorithms that learn from transaction data. They analyze massive datasets to identify anomalies and fraudulent activities in real time. Accurate and timely detection of suspicious transactions with generative AI in banking protects the institution and its customers.

Generative AI and banking

Kount specializes in real-time fraud prevention using its AI-powered decision engine. By analyzing transaction data and incorporating machine learning, it identifies potentially fraudulent activities. Moreover, its AI algorithms adapt over time to ever-changing fraud tactics. Many banks and payment processors rely on Kount for its robust and dynamic fraud prevention capabilities.

Predicting and Identifying Emerging Fraud Trends

Beyond immediate fraud detection, generative AI can also predict new threads. AI models analyze broader data sets to identify emerging trends in fraudulent activities. For example, transaction data, social media chatter, and even dark web activity. This forecast allows banks to take preventative measures before a new type of fraud becomes widespread.

Mastercard's Decision Intelligence platform employs AI algorithms to inspect each transaction. Based on current transaction data, the AI engine can also predict potential fraudulent activities. Thus, banks can take preemptive action before any fraud occurs.

Personalized Banking Services

Customizing banking and financial services is a key to customer engagement. Generative AI offers a pathway to this personalization in the fintech sector.

Tailored Financial Product Recommendations

Nowadays, AI algorithms can analyze a customer's financial behavior, preferences, and social interactions. This data allows companies to offer personalized financial products to their consumers. For example, it can be a credit card with benefits that align with a customer's spending habits or an investment portfolio. AI enables a new level of personalization, enhancing customer satisfaction and loyalty.

Generative AI for banking

Personetics offers AI-powered solutions that allow banks to create financial product recommendations. The technology helps banks analyze customerdata, offering personalized services next. This level of customization strengthens customer relationships and increases retention.

Enhanced Customer Onboarding Experiences

The first impressions matter, and that's especially true for customer onboarding in digital banking. AI algorithms can streamline this process by automating background checks. They can customize initial offers and predict customer needs to offer relevant services. This streamlined experience enhances customer satisfaction from their first interaction with a bank.

Generative AI in finance and banking

Specializing in global identity verification, Trulioo uses AI to help with bank customer onboarding. Its technology instantly verifies personal information by cross-referencing various databases. Thus, it ensures speed and high security during the onboarding process.

Credit Risk Modeling

Credit risk assessment accuracy is essential for any banking institution's financial health. There, generative AI also brings some innovations to the table.

Enhanced Credit Scoring

AI models can analyze non-traditional data like social media activity or transaction history. This research allows for the creation of more accurate and nuanced credit profiles.

Upstart's lending platform employs machine learning to go beyond traditional credit scores. It analyzes factors like employment history and education. This data provides a more accurate assessment of a person's creditworthiness. This approach allows more people to access loans and helps lenders make better risk assessments.

Predictive Analysis for Loan Defaults

Generative AI can go beyond current financial data to predict future behavior. For example, it could analyze economic trends, employment stability, and personal spending habits. This data is used to forecast the likelihood of a loan default, allowing banks to make more informed lending decisions. They can take preventive action, such as adjusting loan terms or initiating a dialogue with the customer.

Generative AI use cases in banking

The Turnkey Lender platform provides predictive analytics features for identifying loan default risks. Its algorithms analyze different data points to forecast loan defaults. This approach allows for dynamic risk assessment that adapts to new data over time.

Virtual Financial Assistants and Chatbots

With generative AI, customer services become more straightforward and available. Let's take a look at how it is done.

Automating Customer Service Queries

AI-powered chatbots can manage the most common customer queries, while human agents will deal with more complex issues. You can build your own AI chatbot that ensures 24/7 availability and provides customers with instant support to resolve their issues. If you want to take a step further, we also have a guide to fintech app development.

Generative AI in financial services

Some financial institutions use Ada's AI chatbots for customer queries. The company helps banks to streamline customer service operations by handling routine questions and troubleshooting. These chatbots are capable of learning over time, improving their efficiency and effectiveness.

Proactive Financial Advice and Insights

Besides answering queries, AI assistants can offer proactive financial advice. ChatGPT-based language models can analyze spending habits and financial goals and offer timely insights to help customers better manage their finances. Assistants can also remind them about upcoming bill payments or advice on optimizing a customer's investment portfolio.

Banking and generative AI

A chatbot-based financial assistant from Cleo provides proactive financial advice. It offers insights into spending habits, budget management, and investment options. The app categorizes transactions and offers financial tips, helping users make better financial decisions without consulting a human advisor.

Algorithmic Trading and Investment Strategies

In the trading and investment world, AI models promise better returns and optimized risk management. Here's how it can be done:

Predicting Market Movements

As we mentioned earlier, AI algorithms can analyze vast amounts of data. It could be news, market trends, and geopolitical events. This data allows AI to predict market movements more accurately than traditional methods. These models greatly assist traders in identifying timely investment opportunities.

Generative AI in banking and finance

Trade Ideas uses machine learning algorithms to offer real-time trade strategies. Its AI engine, Holly, scans the financial markets and generates trade ideas based on predictive models. Its AI-driven insights benefit day traders and short-term investors aiming to capitalize on market movements.

Portfolio Management Optimization

AI models can examine risk factors, market conditions, and individual investment goals to optimize portfolio management. It can suggest real-time adjustments, offering a more tailored and dynamic investment strategy. This automated, data-driven approach maximizes returns while mitigating risks.

Through its Aladdin risk management platform, BlackRock employs AI for portfolio optimization. It analyzes market trends and various risk factors, providing insights for asset allocation. Thus, asset managers can make better investment decisions and optimize their portfolios.

The Future Outlook of Generative AI in Banking

Understanding how generative AI in banking might shape the industry's future is crucial. It promises financial innovation, team development, and infrastructural advancements. Let's explore what's on the horizon of AI-integrated banking.

AI-Driven Financial Innovations

Generative AI isn't only a tool for improving existing services. It allows for inventing new financial products and synergizing them with other technologies. This way, it can redefine customers' banking experience and streamline institutions' operations.

New Financial Products and Services

Imagine financial products that can be adapted to individuals changing life circumstances, financial goals, and global economic conditions. Generative AI could analyze complex data sets to adjust financial portfolios, interest rates, or loan terms. This innovation level addresses specific needs, giving banks a new competitive edge.

The Role of Blockchain and AI Synergy

The emphasis of blockchain technology is on immutable ledgers and decentralized architecture. Its combination with AI's predictive and analytical capabilities strengthens its possibilities.

Together, they can transform real-time transaction verification and fraud prevention areas. AI-powered smart contracts could optimize asset transfers, loan approvals, and regulatory compliance. The synergy between these technologies could redefine trust and efficiency in the banking system.

Preparing for an AI-Integrated Banking Era

As AI technologies mature, banking institutions must prepare for full-scale integration. They should make several adjustments at the micro and macro levels. For instance, training current employees and upgrading existing infrastructures to accommodate AI capabilities.

Skillsets and Training

The advent of AI caused a shift in the skillsets required within the banking industry. Routine tasks become automated so that the focus will go to skills like:

  • data science and analytics;
  • machine learning model interpretation;
  • ethical governance of AI systems.

Banks must invest in comprehensive training programs to retrain their workforce for AI systems.

Infrastructure Upgrades

Current IT infrastructures may not handle the computational demands of advanced AI algorithms. To ensure seamless operation of AI, banks will need to invest in:

  • advanced computing capabilities;
  • secure data storage solutions;
  • robust network infrastructures.

Data storage solutions must be rethought, considering the vast amounts of data AI systems will process. Companies may adopt cloud-based solutions for easier scalability and remote data access.


Still in doubt about adopting generative AI in financial services and banking? Think about elevating customer experience, driving efficiency, and improving decision-making. AI applications can make your ecosystem more secure, compliant, innovative, and successful.

We've listed a dozen generative AI use cases in banking that show how companies use AI in different areas of finance. Now, it's your opportunity to future-proof your business. Get in touch with us, and we'll develop a unique solution for your company.

Frequently Asked Questions

How does Generative AI differ from other AI technologies in banking?

Besides data analysis and classification, generative AI creates new data or patterns based on existing data sets. These models can generate new scenarios, solutions, code, and data points. It's useful for:

  • simulating different financial conditions;
  • generating personalized financial plans;
  • creating new algorithms for fraud detection.

How can banks start implementing Generative AI?

Implementing generative AI in banking includes several steps:

  • Needs Assessment. Identify the specific challenges that generative AI can help resolve.
  • Data Preparation. Ensure a clean and structured data set for the AI algorithms to train.
  • Expert Consultation. Engage with AI experts and data scientists for model development and integration.
  • Pilot Testing. Run a small-scale pilot to assess performance, efficiency, and scalability.
  • Full-Scale Deployment. Once validated, integrate the generative AI solutions into the existing banking infrastructure.

Are there instances where Generative AI may not be the ideal solution in banking?

Generative AI offers numerous advantages, but it may not be a solution for everyone. When data privacy is a concern, the generation of new data might violate regulations. Companies must often dedicate massive computing power and specialized expertise to AI algorithms. Thus, these models become less practical for smaller banks with limited resources.

What are the ethical considerations surrounding the use of generative AI in banking?

Ethical concerns include data privacy, algorithmic bias, and an over-reliance on automation at the expense of human oversight.

Banks must ensure their AI models are transparent, auditable, and free from biases. We recommend conducting regular audits and compliance checks to ensure the system meets the established ethical and regulatory standards.

Can generative AI completely replace human roles in banking?

The preferred approach often involves a collaborative partnership between humans and AI. Generative AI can automate several functions, but the complexity and unpredictability of financial markets and customer behaviors make it unlikely to replace human roles completely. It's hard to replace humans in the areas like:

  • emotional intelligence;
  • expert insights;
  • ethical decision-making.

How about to rate this article?


21 ratings • Avg 4.5 / 5

Written by:

Get valuable insights

Discover the benefits of digital disruption in your industry true

How Much Does Data Analytics Cost
Andrii Horiachko
How Much Does Data Analytics Cost

Andrii Horiachko, Co-Founder at Softermii

How Much Does Data Analytics Cost
How Much Does Data Analytics Cost
On-Premise to Cloud Migration: Ultimate Guide
On-Premise to Cloud Migration: Ultimate Guide
Large Language Models (LLMs) Use Cases in Diverse Domains
Large Language Models (LLMs) Use Cases in Diverse Domains
How to Reduce AWS Costs: Proven Strategies and Best Practices
How to Reduce AWS Costs: Proven Strategies and Best Practices

Don’t dream for success, contact us

Leave an inquiry or contact us via email and phone. We will contact you within 24 hours during work days.

+1 (424) 533-5520

  • Los Angeles, USA

    10828 Fruitland Dr. Studio City, CA 91604

  • Austin, USA

    701 Brazos St, Austin, TX 78701

  • Tel Aviv, IL

    31, Rothschild Blvd

  • Warsaw, PL

    Przeskok 2

  • London, UK

    6, The Marlins, Northwood

  • Munich, DE

    3, Stahlgruberring

  • Vienna, AT

    Palmersstraße 6-8, 2351 Wiener Neudorf

  • Kyiv, Ukraine

    154, Borshchagivska Street

Chat Now
ISTQB Microsoft expert aws certified PMP IBM practitioner IBM co-creator IBM team essentials

Our site uses cookies to provide you with the great user experience. By continuing, you accept our use of cookies.