Topic
18 facts from 1 episode, in date order. These are what speakers said on the shows, each linked to the moment it was said. They aren't independently verified.
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The host describes U.S. Bank as the fifth largest commercial bank in America, with 70,000 employees, nearly $700 billion in assets and over 2,000 branches.
“U.S. Bank is the fifth largest commercial bank in America with 70,000 employees, nearly $700 billion in assets and over 2,000 branches.”
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Prashant Mehrotra describes his role as Chief AI Officer at U.S. Bank through four E's, including evangelizing, educating and enabling.
“I look at my role as the chief A I officer in in four E's.”
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Mehrotra says U.S. Bank reviews hundreds of AI ideas that it intends to deploy.
“we have hundreds of ideas uh that we review and we are intending to deploy.”
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U.S. Bank launched a generative AI developer assistant on its developer portal that helps outside firms find APIs and troubleshoot.
“we introduce generative AI based uh developer assistant. It actually helps them not just find the right APIs and capabilities for them to use”
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Mehrotra says AI that supplies information to agents during live customer calls has significantly raised customer satisfaction at U.S. Bank.
“how we get the information while the customer is on, uh, you know, in in in moment and is on the call with us.”
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U.S. Bank initially expected its AI code review tool to be about 30 to 40% better than the previous process.
“we might be, you know, thirty or 40%, uh, better than before.”
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Mehrotra says U.S. Bank's AI code review tool, after the pilot, analyzed and reviewed code at a rate much higher than 50% faster.
“when we moved out of the pilot, we were much higher than 50% faster rate of being able to analyze and review our code.”
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Mehrotra says generative AI prompts for contact center staff cut the time to answer client questions from multiple minutes to tens of seconds.
“we saw what used to take us minutes, multiple minutes in providing the answer and a solution to our clients. Uh, we are able to bring it down into tens of seconds”
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Mehrotra says U.S. Bank reduced the time needed for governance and approval of AI capabilities over the preceding six months.
“we have actually been able to cut down in the last six months that time it takes for us to go through the governance and approval process.”
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Mehrotra says risk approval times for some AI capabilities at U.S. Bank were cut in half.
“in some cases, the the approval and the risk approval times being cut down in half”
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U.S. Bank ran three or four different pilots of AI code review before choosing one final product to scale.
“We had three or four different pilots on how to do code reviews.”
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Mehrotra says the AI code review tool is now in the hands of thousands of U.S. Bank's code developers.
“right now, it's in the hands of thousands of our code developers.”
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Mehrotra says U.S. Bank is rolling out AI learning programs to its entire workforce, from leaders to frontline associates, tailored to roles.
“we are making sure that we are rolling out learning programs for our entire workforce.”
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Mehrotra says human-in-the-loop review is U.S. Bank's driving principle for AI-driven customer contact.
“we have, you know, human in the loop in the place, which I would say is our driving principle”
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Mehrotra says AI leadership at U.S. Bank centers on a core group of the chief AI officer, the chief data product officer and the chief technology officer.
“We have a core group between, you know, the chief, uh, I already mentioned, uh, as chief A I officer, our chief data product officer, and the chief technology officer.”
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U.S. Bank combines its digital, data and AI groups into one organization called Digital, Data and AI under a single leader.
“So our group is called digital data and A I.”
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Mehrotra says U.S. Bank works with hyperscalers and also with startups on niche AI problems such as guardrails.
“we are working with a lot of, uh, uh, you know, uh, startups and entrepreneurs”
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Mehrotra says generative AI is the first technology that lets the bank use external models at scale without modifying them.
“for the first time that that we are able to leverage external models at scale without modifying them.”
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