My recent conversations with bank executives reveal AI’s enormous potential. Bill Sennholz, CEO of Forward Bank in Marshfield, Wisconsin, told me his bank automated consumer loan decisions, growing that portion of the portfolio by 200%.
Seacoast Banking Corp. of Florida deployed an AI chatbot in the early days of the pandemic, relieving call center staff at the Stuart, Florida-based bank. This improved service for customers, who could take care of simple transactions via the bot but call in to address complex matters.
The word “robot” recently turned 100. The term originated in a 1920 play, R.U.R., written by Czech writer Karel Čapek. It’s based on a Slavic word roughly translating to “drudgery.”
The bankers I spoke with made clear to me that they don’t approach AI and automation as a way to replace staff. Rather, they want to move employees away from tedious, repetitive work — from drudgery — so they can focus on achieving the bank’s goals.
And at least today, a little AI may go a long way.
“In the age of the chip, the box and internet retail, being just fractionally better than the rest means you’ve not only won the battle,” Dutch historian and author Rutger Bregman points out in
Utopia for Realists.
“You’ve won the war.”
Emily McCormick, vice president of research