By industry
What banks, lenders and payment companies have put into production, what it cost and what went wrong.
Collection: Financial services AI use cases (Verified and Reported only) →
The bank's chair told shareholders there's "no ability to give a blanket commitment." The union counts more than 1,000 jobs cut since January. CBA says AI isn't the driver of at least one round of cuts.
Klarna's first annual report as a public company puts the AI's work at more than 850 agents and about $59 million in savings. Its customer service and operations bill rose 2%, to $207 million.
Lunar launched a GPT-4o voice assistant to answer customer calls in October 2024 and said it could one day take most of them. A year on, the bank still calls it a beta.
Apivia Courtage started using Amelia's AI agents on its phone lines in 2023. Now it is piloting agents that can change contracts and send quotes on their own.
Commonwealth Bank said the customer service roles weren't redundant after all and apologised to the staff. The union says calls rose after the bot went live, with team leaders pulled onto the phones.
The AI assistant still handles about two-thirds of inquiries. Klarna is adding gig-style human agents in Sweden and says customers will always be able to reach a person.
Klarna's AI assistant took over two-thirds of its customer service chats in its first month. The CEO says headcount fell from about 4,500 to 3,500, mostly by not replacing people who left.