The human challenge to AI adoption at banks

Adoption of AI inside banks is running into a “human challenge,” with bank workers worried about what the technology will mean for their jobs. In a conversation with American Banker editor Chana Schoenberger, BCG managing directors Kirti Choudhary and Vikram Sivakumar said executives have to address fears while still pursuing AI benefits. They framed the risk debate around trust with customers and the need to operate “safely and at speed,” in that order. The biggest risks cited include cyber threats, fraud, and increasingly third- and fourth-party risks, plus operational problems if AI or customer-facing bots behave unpredictably. They also noted that change management—not just tools—remains difficult, especially with human liability when agents interact without people directly involved.