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Home » AI can enhance customer experiences and services without sacrificing accuracy in banking and finance.
AI in Finance

AI can enhance customer experiences and services without sacrificing accuracy in banking and finance.

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The Role of AI in Business: Challenges and Opportunities

Slow but Steady Adoption of AI

The integration of artificial intelligence (AI) into business processes is progressing, albeit at a cautious pace. A recent IBM survey highlights that 94% of Chief Information Officers (CIOs) are currently utilizing AI in various business functions. By 2025, over 50% anticipate broader adoption across IT (71%), supply chain (68%), and product development (67%). However, the enthusiasm for AI remains limited, particularly concerning financial operations.

Financial Executives Seek ROI from AI

CFOs and finance leaders exhibit reservations regarding the widespread implementation of AI, specifically its advanced forms. During a recent roundtable hosted by IBM and Financial Express, finance directors stressed the importance of accuracy as paramount. Many expressed caution towards new technologies, including AI, particularly when such technologies cannot guarantee complete reliability in financial functions.

Challenges in Accuracy and Validation

Financial executives like Hemant Kumar Jain from Reliance General Insurance highlighted issues with technologies such as Optical Character Recognition (OCR) in invoicing processes. While OCR can achieve a 95% accuracy rate, the remaining 5% requires manual verification, creating concerns for CFOs. Amit Malpani from Edelweiss Asset Management echoed this sentiment, emphasizing that even a 5% inaccuracy is unacceptable in the finance sector.

Return on Investment and Proof of Value

The need for a clear return on investment (ROI) continues to hinder AI’s acceptance in finance. Swayam Saurabh from JSW Steel noted that AI technologies are often considered trendy, but they must effectively reduce fixed costs—a promise that has yet to be fulfilled. Kapish Jain of IIFL Finance insisted on the necessity for a comprehensive understanding of AI’s value proposition.

Opportunities Beyond Basic Financial Functions

While some companies, such as SBI General Insurance, have initiated AI applications in compliance and customer support, significant hesitance remains regarding its use in core financial tasks. Pavan Jain of Grasim Industries Limited sees potential for AI in automating regulatory compliance updates, indicating that broader adoption hinges on enhanced accuracy.

AI’s Impact on Customer Experience

Despite reservations in finance, AI is transforming other business dimensions, notably customer experience. As competition intensifies and differentiation dwindles, companies recognize that exceptional customer experiences can serve as vital competitive edges. AI enhances interactions through workflow automation and personalized offerings, adapting how businesses engage with their customers.

Navigating Challenges and Future Directions

Implementing AI requires careful consideration of privacy, efficiency, and empathy, particularly in high-stakes sectors such as asset management and insurance. Companies must balance personalization with respect for customer intimacy, a challenge that underscores the importance of thoughtful AI application in enhancing customer engagement and profitability. The journey to mainstream AI adoption will depend on overcoming regulatory hurdles, establishing robust data governance, and managing customer information effectively.

For more insights into the intersection of AI and finance, visit IBM Finance AI.

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Microsoft asserts that its AI diagnostic tool has the potential to outperform medical professionals.

July 1, 2025

Indian fintech firm Fincfriends secures $11.5 million in debt financing.

July 1, 2025

Exploring How Bank AI-Native Drives Innovation – FF News

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