{"id":63120,"date":"2024-04-04T15:18:41","date_gmt":"2024-04-04T04:18:41","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=63120"},"modified":"2024-04-10T10:43:23","modified_gmt":"2024-04-10T00:43:23","slug":"financial-services-ai-trust-innovation","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/financial-services-ai-trust-innovation\/","title":{"rendered":"How Financial Services Can Balance Trust with AI Innovation"},"content":{"rendered":"\n<p>In the fast-paced world of financial services, standing still is not an option. McKinsey estimates that banks could add a staggering <a href=\"https:\/\/www.mckinsey.com\/industries\/financial-services\/our-insights\/ai-bank-of-the-future-can-banks-meet-the-ai-challenge\" target=\"_blank\" rel=\" noopener nofollow\">$1 trillion in value annually<\/a> through strategic use of AI. But what does that mean for your institution? And more importantly, how can you start harnessing this potential today?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-uncertainty-of-innovation\">The uncertainty of innovation<\/h2>\n\n\n\n<p>The journey with AI is as much about innovation as it is about trust and security. Despite the immense potential to transform customer service, compliance and the very fabric of financial operations, <a href=\"https:\/\/www.salesforce.com\/au\/blog\/ai-in-banking\/\" target=\"_blank\" rel=\" noopener\">nearly half of executives and 59% of consumers are concerned about the security of AI<\/a>.&nbsp;<\/p>\n\n\n\n<p>As financial institutions venture into AI, they face plenty of uncertainties. But waiting for all the answers isn\u2019t an option. Instead, it\u2019s necessary to take measured bets to balance innovation with trust. Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/au\/products\/secure-ai\/\" target=\"_blank\" rel=\" noopener\">Einstein Trust Layer<\/a> is our answer to this uncertainty, embedding robust controls into our <a href=\"https:\/\/www.salesforce.com\/au\/solutions\/industries\/financial-services\/overview\/\" target=\"_blank\" rel=\" noopener\">Financial Services Cloud<\/a> and taking cues from past tech shifts like the cloud.&nbsp;<\/p>\n\n\n\n<p>AI doesn\u2019t just have the potential to meet compliance requirements, it can actually enhance your existing security measures. Automated call summarisations and improved auditing are examples of how AI can standardise processes and reduce the risks of human error.<\/p>\n\n\n\n<p>Of course, it\u2019s one thing for me to write this. Gaining the buy-in of employees, customers and regulators will take time and require them to experience the benefits of AI firsthand.<\/p>\n\n\n\n<div class=\"layout-four wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Financial Services AI Basecamp<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Discover the latest innovations in AI and automation that are ready to implement today.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/au\/form\/events\/webinars\/form-rss\/4516488\">Watch on-demand<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-four.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-four.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-four.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-three-horizons-of-ai\">The three horizons of AI<\/h2>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d6e6e2599f4&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d6e6e2599f4\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2439\" height=\"904\" data-attachment-id=\"63121\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/financial-services-ai-trust-innovation\/screenshot-2024-04-03-at-1-29-41-pm\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png\" data-orig-size=\"2439,904\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Screenshot-2024-04-03-at-1.29.41\u202fPM\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?w=1349\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?w=2439\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-63121\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png 2439w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?w=1349&amp;h=500 1349w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?w=768&amp;h=285 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?w=1536&amp;h=569 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?w=2048&amp;h=759 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/Screenshot-2024-04-03-at-1.29.41\u202fPM.png?w=150&amp;h=56 150w\" sizes=\"auto, (max-width: 2439px) 100vw, 2439px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>The shift to AI-first financial institutions can be conceptualised as one of three horizons: renovate, evolve and transcend.&nbsp;<\/p>\n\n\n\n<p>\u2018Renovate\u2019 focuses on enhancing current operations with AI to improve efficiency and establish a foundational trust in AI&#8217;s capabilities. In \u2018renovate\u2019, organisations are focused on quick wins and ways to use AI co-pilots in the flow of work.<\/p>\n\n\n\n<p>Some forward-thinking institutions are in \u2018evolve\u2019, rethinking their current operating model and strategising on how AI can alter service delivery and employee augmentation with end-to-end workflow automation. \u2018Evolve\u2019 signals a shift from short-term tactical to long-term strategic implementation.<\/p>\n\n\n\n<p>And though largely aspirational at present, \u2018transcend\u2019 involves using AI to create an entirely new business model that could disrupt the financial services landscape.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-renovate-to-build-trust\">Renovate to build trust<\/h2>\n\n\n\n<p>For most institutions, \u2018renovate\u2019 is the here-and-now goal: to use generative AI to enhance and refine their current operations. This horizon is about building trust in AI\u2019s capabilities \u2013 demonstrating its reliability and value to employees, customers and regulators \u2013 while keeping a human firmly in the driver\u2019s seat.&nbsp;<\/p>\n\n\n\n<p>In customer service, early adopters are using AI to make call summarisation more efficient, saving agents minutes after every call. AI co-pilots are helping agents provide better responses to customers with dynamic data and communication prompts. And AI\u2019s smart search can deliver contextual responses to customer queries, boosting self-service quality and generating a growing database of knowledge articles.&nbsp;<\/p>\n\n\n\n<p>For <a href=\"https:\/\/www.salesforce.com\/au\/blog\/embracing-ai-sales-australia\/\" target=\"_blank\" rel=\" noopener\">sales teams<\/a>, AI bridges the gap between efficiency and intimacy, so sellers can provide more personalised customer interactions without sacrificing cost-savings. These AI applications are all concrete, initial steps toward building customer trust and satisfaction, while making work better for employees.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Financial Services AI Basecamp<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Learn how to renovate your customer service with AI solutions that build trust and satisfaction.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/au\/form\/events\/webinars\/form-rss\/4516488\">Watch now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-trusted-ai-is-at-your-fingertips\">Trusted AI is at your fingertips<\/h2>\n\n\n\n<p>Generative AI isn\u2019t just a future promise \u2013 it&#8217;s an accessible, powerful tool that&#8217;s ready to use today. The <a href=\"https:\/\/www.salesforce.com\/au\/form\/events\/webinars\/form-rss\/4516488\" target=\"_blank\" rel=\" noopener\">Financial Services AI Basecamp<\/a> is your opportunity to see how straightforward it can be to integrate these out-of-the-box, clicks-not-code AI capabilities into your trusted environment.<\/p>\n\n\n\n<p>By starting now, you position your institution to build trust incrementally and avoid falling behind the competition as AI evolves and becomes an integral part of the financial services landscape. <a href=\"https:\/\/www.salesforce.com\/au\/form\/events\/webinars\/form-rss\/4516488\" target=\"_blank\" rel=\" noopener\">Watch on-demand now<\/a> to start shaping a future where AI is not just a concept, but a core component of your daily operations and strategy.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every new technology brings with it uncertainty, and generative AI is no different. Financial services can start bridging the gap between innovation and trust today by embarking on one of three potential horizons for AI adoption.<\/p>\n","protected":false},"author":28,"featured_media":63131,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"67597fdd03e7429f8069b17b404b7b1f","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2461,2506,2858],"sf_content_type":[],"coauthors":[2840],"class_list":["post-63120","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-financial-services","sf_topic-financial-services-cloud","sf_topic-artificial-intelligence"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Financial Services Can Balance Trust with AI Innovation | Salesforce<\/title>\n<meta name=\"description\" content=\"Explore the potential of generative AI in financial services and how to build trust with customers, employees and regulators.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/blog\/financial-services-ai-trust-innovation\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Financial Services Can Balance Trust with AI Innovation\" \/>\n<meta property=\"og:description\" content=\"Every new technology brings with it uncertainty, and generative AI is no different. Financial services can start bridging the gap between innovation and trust today by embarking on one of three potential horizons for AI adoption.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/blog\/financial-services-ai-trust-innovation\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2024-04-04T04:18:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-04-10T00:43:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/04\/5-Things-Financial-Services-Customers-Should-Look-For-in-a-CRM_Opt_A.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"889\" \/>\n\t<meta property=\"og:image:height\" content=\"500\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" 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