Tietoevry Banking formed a group of employees from various roles to explore the potential of AI.
31 May 2024
Generative AI offers countless possibilities, making it hard to know where to begin. What's most useful for your business, employees, and customers? With these questions in mind, Tietoevry Banking formed a group of 36 employees from various roles to explore the potential of AI. The goal was to foster learning and creativity. Through the LEO (Learn Explore Opportunities) project, the group came up with 51 suggestions for how generative AI can be used to enhance Tietoevry Banking’s products and services.
Ieva Bore from Tietoevry Banking led the LEO project, where employees proposed their own ideas for applying generative AI.
– We gather vast amounts of structured and unstructured data. By using generative AI, we can offer innovative solutions, like real-time insights into customer behavior, giving banks more flexible tools for advisory and customer care, said Marit Engh, head of Customer Support & Dispute Services at Cards, Tietoevry Banking.
The LEO initiative was just as much about the process as the outcome, involving employees from different perspectives to identify both needs and solutions. By learning, exploring, and even expressing concerns, LEO sparked engagement and concrete ideas.
– Generative AI will change the nature of work for many Tietoevry Banking employees. It's important they have a say in how we integrate AI into our solutions and what it means for them, Engh noted.
So far, five projects have emerged from the 51 ideas, with at least two or three expected to be implemented by 2024. Engh emphasized that AI could significantly reduce time spent on various banking services.
Meet LEOnora
Tietoevry Banking is also testing Microsoft 365 Copilot while developing a new AI-driven assistant, LEOnora.
– Staying compliant is critical, but managing constant regulatory changes is a challenge. LEOnora, our ‘software compliance officer,’ will help provide quick answers, streamlining this process, Engh explained.
LEOnora is designed to learn regulations and offer insights specific to each bank, simplifying complex tasks.
– LEOnora will help us stay on top of things and respond faster, Engh added, stressing that AI use must meet the company’s strict data handling guidelines.
A smarter service desk
Generative AI is also being explored for customer service. AI will speed up issue resolution by better understanding and responding to requests, improving both customer satisfaction and efficiency.
LEO has not only highlighted new opportunities but has also created a shared platform for innovation, crucial for ongoing learning and development at Tietoevry Banking.