Banks are facing challenges in engaging employees with agentic AI, which automates tasks and answers. This technology stirs mixed emotions among staff, some excited about enhanced productivity, while others fear job displacement. Jo Jagadish from TD highlighted the cultural shift, emphasizing the need for transparency around productivity definitions. Experts, including Citi’s Nikhil Joshi, stress the importance of reskilling to accompany AI integration. Initiatives like training programs and virtual assistants are gaining traction across institutions like Citizens Bank, where AI aids coding and automates complaint handling. TD reports rapid adoption of AI in contact centers, ensuring employees feel empowered by this new technology. Additionally, Citizens aims to replace third-party vendors rather than cut jobs, fostering a supportive work environment. Presenting AI as a “helpful copilot” can mitigate fears about its impact on roles, allowing staff to concentrate on more engaging tasks and ultimately driving innovation in banking.
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