“Fired up and ready to go” is not just for political campaigns any more. According to a new survey from Ernst & Young, that sentiment aptly describes the attitude of a growing number of leaders in financial services when it comes to their eagerness to deploy artificial intelligence (AI), particularly generative AI (GenAI).
How eager? According to Ernst & Young’s 2023 Financial Services GenAI Survey, “nearly all (99%) of the financial services leaders surveyed reported that their organizations were deploying artificial intelligence (AI) in some manner. All respondents said they are either already using, or planning to use, generative AI (GenAI) specifically within their organization.”
Given the popularity of AI and GenAI, overwhelmingly positive responses like these may not be surprising. The FOMO in this field is reminiscent of the dot-com gold rush of more than two decades ago. After all, are many of the companies appending “ai” to their names that much different from their predecessors who donned “.com” back in 1999? Today’s eagerness has a similarly fearlessness. In the EY survey, expressions of anxiety and skepticism about the potential impact of GenAI on their business were few at just over one in five. For what it’s worth, insurers were the most nervous; bankers the least.
Other color pops in the EY Survey included “feeling supportive and optimistic about using AI in their organization” (55%), seeing GenAI “as an overall benefit to financial services within 5 to 10 years” (77%), and believing AI will improve the customer and client experience (87%).
The survey did reveals discontents. And within these discontents are potential opportunities for fintechs, especially those involved in the “picks and shovels” of the AI gold rush. Respondents to the tune of 40% reported that there was a lack of proper data infrastructure for successful deployment of AI solutions. And with regards to technology infrastructure, the survey noted that 35% of respondents believed there were still significant barriers. EY Americas Financial Services Organization Advanced Analytics Leader Sameer Gupta spoke to this problem, noting that while “generative AI holds the potential to revolutionize a broad array of business functions … with each new wave of AI and analytic innovation, it becomes increasingly clear how important it is to have a tech stack with a solid foundation.” Gupta added that it is critical for legacy data and technology to be “unimpeachable” before introducing AI.
Another challenge is talent. The mainstream conversation on AI still orbits concerns about AI-induced job losses. But the real job challenge with regards to AI right now is finding enough people qualified to implement AI-based solutions. “Our data showed that 44% of leaders cited access to skilled resources as a barrier to AI implementation,” EY Americas Financial Services Accounts Managing Partner Michael Fox said, “but there’s only so many already skilled professionals in existence.”
Fortunately, leaders seem to be embracing an AI-enabled future, making it that much more likely that these challenges will be met and overcome. In our own informal surveys with financial professionals, we have learned that buy-in from leadership is seen as key – for everything from DEI initiatives to digital transformation. And it is no surprise that EY has a role to play in making sure this is clear to its financial institution partners. “We like to take an ‘innovation intelligence’ approach to putting artificial intelligence to work,” EY Americas Financial Services Innovation Leader David Kadio-Morokro explained. “Planning, education, and an agile test and learn strategy for implementation are imperative for those looking to make the most of AI’s potential benefits.”
Conducted in August, the 2023 Financial Services GenAI Survey queried 300 financial professionals at the level of Executive or Managing Director or higher. All respondents worked at financial institutions with more than $2 billion in revenue. Organizations in banking, capital markets, insurance, wealth management, and asset management were surveyed, with 100 responses per sector collected.