2018-技术愿景_银行业为什么必须使用人工智能优先的世界（英文版）

AVANADE'S TECHVISION 2017: WHY BANKING MUST EMBRACE THE AI-FIRST WORLD TODAY

Core Content

Avanade's TechVision 2017 report emphasizes the urgent need for the banking industry to adapt to an AI-first future. Traditional banking models are no longer sufficient as customer expectations evolve, and fintech innovations challenge the status quo. The report outlines five key themes that banks must address to remain competitive and relevant in the digital age.

Main Themes and Key Points

1. New User Experiences: Create simple, more human-like interactions

• Customer Loyalty: Traditional banks are losing customer loyalty due to the demand for more convenient, modern, and enjoyable experiences.
• AI and Frictionless Interfaces: Technologies like AI, voice, and chatbots are transforming how customers interact with banks.
• AI-First Channels: The preferred banking channel is expected to shift from mobile-first to AI-first, with conversation-based interactions becoming the norm.
• Examples: Santander's SmartBank app (voice-powered) and Atom (machine learning-based mobile bank) are early adopters.
• Recommendation: Banks should engage real customers and business units to co-create new user experiences, focusing on voice and text UIs.

2. Augmented Workforce: Empower your operations to do more

• Automation and Compliance: AI and automation are enabling banks to improve productivity while maintaining compliance and auditability.
• RPA Adoption: Robotic Process Automation (RPA) is a key enabler for banks, helping with high-volume, low-complexity tasks.
• Efficiency Gains: Automation leads to cost savings and efficiency improvements across various operations.
• Recommendation: Assess current automation levels, create pilots, and invest in a center of excellence to scale future automation efforts.

3. Platform Economy: Tap into open, fluid solutions

• Open Ecosystems: Banks are increasingly adopting open banking models, allowing third-party developers to build on their platforms.
• APIs and Partnerships: APIs, off-the-shelf software, and blockchain are key tools in this shift.
• Examples: Citi's developer hub provides an API platform for partners.
• Opportunities: Banks can leverage platforms to create new products and services, using IoT and smart machines in public spaces.
• Recommendation: Focus on advanced analytics and digital experience platforms for quick wins.

4. DesignOps: Focus on the customer and value

• Design Thinking Integration: Banks must combine design thinking with modern engineering practices to accelerate innovation.
• Challenges: Heritage banks face cultural and technological barriers to adopting DesignOps.
• Benefits: DesignOps can improve productivity and reduce delivery costs.
• Examples: Avanade has helped banks achieve up to 40% productivity gains and 50% cost reduction.
• Recommendation: Upskill teams in design thinking and agile methods, and bring the customer voice into strategic planning.

5. Digital Ethics: Keep consumer trust front and center

• Ethical Implications: As banking becomes more data-driven and automated, ethical considerations become critical.
• Consumer Trust: Trust is essential, especially with AI making decisions on behalf of customers.
• Risk of Algorithms: A flawed algorithm can have significant negative consequences.
• Recommendation: Develop a digital ethics framework, identify potential impacts, and implement safeguards. Also, consider a change program and appoint digital ethics champions.

Key Information

• AI-First Transformation: Banks must shift from traditional models to AI-first strategies to meet customer demands and stay competitive.
• Customer-Centric Approach: Prioritizing customer experience through AI and DesignOps is crucial for future success.
• Ethical Responsibility: Banks must proactively address ethical concerns to maintain trust and achieve a competitive advantage.
• Strategic Recommendations:
  1. Deliver zero-effort, invisible experiences using AI.
  2. Integrate AI into the workforce to automate routine tasks.
  3. Embrace the Platform Economy to expand services.
  4. Use DesignOps to build engaging customer experiences.
  5. Establish a digital ethics framework to guide AI implementation.

Conclusion

The banking industry is at a crossroads. To thrive in the AI-first world, banks must innovate, embrace automation, and focus on customer-centric solutions. By adopting the five strategic themes outlined in Avanade's TechVision 2017, banks can position themselves for a successful transformation.