The Emergence of AI in the Banking Sector
Artificial Intelligence (AI) is making waves across various industries, and banking is no exception. The use of AI in this field is not aimed at replacing the workforce, but rather supplementing their efforts, according to Indranil Bandyopadhyay, a principal analyst at Forrester.
AI-powered tools are automating mundane, repetitive tasks such as data entry, compliance checks, and summarizing lengthy reports. This allows employees to focus on more strategic, high-value work that requires human judgment and empathy. The result is a decrease in employee burnout and an increase in job satisfaction, as bank employees have instant access to information and real-time support.
In a recent KPMG survey, it was revealed that about 54% of 110 banking executives plan to provide AI education and training across their entire workforce in response to concerns about disruption from AI adoption in the next 12 months. This figure is the highest in any industry.
The following section will examine how four banks on the American Banker’s 2025 Best Banks to Work For list are implementing AI in employee-centric ways.
Potomac Bank
Potomac Bank, based in Charles Town, West Virginia, has embraced AI to analyze the results of the American Banker’s Best Banks to Work For survey. Alice Frazier, the bank’s President and CEO, revealed how AI was used to dissect survey results into several focus areas during a senior leadership meeting.
The bank’s chief information officer utilized Microsoft Copilot to analyze spreadsheets containing the 2023 and 2024 survey results and generate year-over-year changes. Frazier recounted how AI-generated summaries of the survey results were produced within minutes, a task that would have taken their H.R. director several hours. This efficiency allowed the executive team to develop action steps immediately, saving valuable time.
Potomac Bank is also exploring software tools to update and manage its standard operating procedures. They anticipate that this tool will significantly improve the onboarding and training of new employees.
Capital Bank
Capital Bank, located in Rockville, Maryland, has hired an AI lead within its technology organization. CEO Ed Barry shared that the bank has created an AI-powered intranet known as “Capital Bank GPT”. This AI system scrapes all internal data sources, policies, and board-approved procedures to answer any question about the bank’s operations.
By the end of the year, the bank plans to roll out an AI tool that will assist in creating custom training programs and an extensive training database of external sources. This will allow employees to build their own AI-driven presentations and training programs around topics relevant to them.
Ledyard National Bank
Ledyard National Bank, operating in Vermont and New Hampshire, has a meticulous process for implementing AI. The bank has established an AI policy and an AI Task Force, focusing on using AI to create efficiencies, improve workflows, and simplify employees’ jobs.
The bank is currently creating a workflow around using Microsoft Copilot, which will grant employees access to all the bank’s policies, procedures, and standards. Furthermore, the bank is exploring options for an AI-based note-taking tool with built-in compliance features.
BankPlus
Mississippi-based BankPlus has adopted AI as a tool to enhance how its employees work, communicate, and serve customers. The bank introduced AI-enabled communication platforms earlier this year, transforming the way it delivers internal information. BankPlus also recently launched a predictive AI module within its internal customer service and ticketing systems to anticipate employee needs, resolve issues faster, and free up teams to focus on customer service.
For more information on how banks are utilizing AI, you can read more here and here.
AI continues to revolutionize the banking sector, particularly in the way employees operate. The adoption of AI tools promises to create a more efficient, productive, and satisfying work environment, which will ultimately lead to better customer service.
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