AI reshapes banking jobs, personalised service through avatars?

A recent report from Citigroup predicts a significant rise in banking profits, driven by the adoption of AI, with projections soaring to nearly $2 trillion by 2028 from the current $1.7 trillion. While AI has traditionally been used to optimise products and boost productivity, its role is expanding to include customer-facing tasks, similar to how ATMs revolutionised cash withdrawals.

Leading this transformation is DeepBrain AI, a startup based in California founded by Eric Seyoung Jang in 2016. Initially focusing on chatbots, the company now develops AI-powered avatars used by major South Korean banks like KB Kookmin Bank to manage frequently asked questions, thereby reducing the workload on human bankers.

Despite concerns that AI could replace human jobs, the Citigroup report and experts suggest that technology adoption historically leads to more job creation. For instance, the number of compliance officers in the United States has tripled since 2000. While AI may alter the nature of banking roles, it is unlikely to eliminate them. Roles are expected to evolve, necessitating new skills that complement AI technologies.

DeepBrain AI continues to innovate, expanding into sectors such as retail and broadcasting. In banking, their AI avatars are transitioning from in-branch kiosks to mobile banking apps, aiming to offer personalised, face-to-face conversational services.