Unlocking the power of AI for financial institutions

23 / 04 / 2024

In recent years, AI has had an increased impact on the ever-evolving landscape of finance and payments. AI integration allows increased efficiency, optimisation, and innovation in various guises.

4 min.

Young woman using mobile phone against led screen on city street at night connecting to the future

In a recent presentation at the Dutch payments event Toekomst van het Betalingsverkeer Worldline expert Raphaël Feillet outlined where AI currently stands in the payments sphere and what financial institutions and businesses should watch for as time progresses.

In this blog, we delve into the multifaceted impact of AI, exploring its role in payments, the challenges and opportunities it presents, strategies for responsible AI deployment, and how Worldline is driving operational excellence and customer experience through AI-powered solutions.

AI in the payment industry

The payment industry is undergoing a seismic shift, with digital transactions becoming the norm and cash transactions steadily declining. AI is pivotal in this transformation, driving operational efficiencies and enhancing security across the payment ecosystem. It's also opening the door to new products and services and providing enhanced ways for businesses to offer support. From fraud detection and risk management to personalised customer experiences, AI-powered solutions are revolutionising how payments are processed and managed.

One key area in which AI is incredibly impactful is fraud detection. Algorithms can analyse vast amounts of transactional data in real-time, identifying patterns and anomalies that may indicate fraudulent activity. This can be done at an exponentially faster rate than human analysis. Additionally, through machine learning, AI systems can adapt and evolve, staying one step ahead of fraudsters thanks to the use of data. There are even advancements in the right against so-called 'deepfakes', with AI now capable of detecting the use of deepfake technology intended to bypass authentication steps.

Combined with other security applications such as biometric detection and authentication processes, this proactive approach protects financial institutions and their customers from financial losses and safeguards trust and confidence in the payment ecosystem.

AI can create better customer experiences for customer service systems or streamline in-app or website processes. Applications like conversational AI chatbots can provide 24/7 customer service and process everyday tasks and requests without human interaction. Within Worldline's portfolio, these capabilities can be integrated into self-service and advisor-led platforms. With the integration of generative AI capabilities, chatbot potential has increased from a simple screening tool to a more in-depth, personalised form of customer support that extends beyond problem-solving.

Challenges and opportunities lay ahead

This also brings significant challenges, especially for financial institutions. Adopting AI involves a wealth of additional questions and factors to consider, such as data privacy concerns, ethical considerations, and regulatory compliance. Moreover, ensuring accuracy, fairness, and transparency is paramount to building trust and credibility with customers and regulators. There are also operational considerations, especially when costs and system upgrades are required.

However, these challenges come with vast opportunities for financial institutions to position themselves within their respective markets and sustain and drive growth. Financial institutions can gain a competitive edge in an increasingly crowded marketplace by leveraging AI to optimise operational processes, streamline decision-making, and enhance customer experiences. A report by Accenture suggests that the use of AI can automate 80% of common requests. This can optimise human workflows, allowing teams to focus on more complex tasks. Additionally, Forrester indicates a 30% - 60% reduced request processing time compared to traditional non-AI-led processes, improving customer experience and streamlining regular tasks.

Perhaps most significantly, AI allows financial institutions to use data better. Whether customer or broader market data, this data can provide critical insights into market trends, customer needs and habits and better identify areas where financial institutions can strategically position themselves and their offering.

The importance of responsible AI integration

Clearly, the integration of AI requires a comprehensive approach that balances innovation with ethical considerations and regulatory compliance. Financial institutions must prioritise transparency and accountability when incorporating AI-led processes into their offerings. This is especially true when considering the immense ethical risk and responsibilities of handling vast customer data. Customers need to know how their data is being used and its implications.

Accountability is also crucial. With any innovation, there are elements of risk and an unknown element. AI is no different. Indeed, AI also presents further complications, with enhanced methods for fraudulent activity and security bypassing. Due to this, financial institutions must ensure accountability within their processes and have clear procedures to counter potentially damaging situations.

AI systems should also align with societal values and respect individual rights. This includes mitigating bias in data and algorithms, safeguarding privacy and security, and promoting transparency and accountability in decision-making processes. By fostering a culture of trust, continuous improvement, and collaborative innovation with regulators and stakeholders, financial institutions can build loyalty and trust with customers, regulators, and the broader community. This will lay the foundation for sustainable AI-driven innovation, increasing efficiency and more sustainable growth.

Fostering operational excellence and superior experience

AI represents a transformative opportunity for financial institutions to position themselves ahead of the pack. By leveraging AI correctly, they can drive operational excellence, enhance customer experiences, and unlock new growth opportunities. As a final example, consider the success of Gen AI integration into mail channels, which empowers agents through better task prioritisation and automated answer generation. Within Wordline’s AI-powered portfolio, global banks and businesses can leverage solutions that optimise, enhance, and embolden their customers and team members alike.

There is an irrefutable responsibility to embody and promote ethical AI practices, and by partnering with trusted providers like Worldline, financial institutions can harness the power of AI in the right way to thrive in an increasingly digital and competitive landscape.

More information on this subject, please have a click on the following links:

Worldline Conversational Platform

How will Gen AI impact retail and payments? (Infographic)


Raphael Feillet

Raphael Feillet

Solution Manager Worldline Digital Services