AI_usecase-library

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Back

Source: Bain & Company

Select a business function to see which of its processes have the most potential

Generative AI potential

Compliance

Shared services

Back

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Compliance

Shared services

Back

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Compliance

Shared services

Back

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Compliance

Shared services

Back

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Compliance

Shared services

Back

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Compliance

Shared services

Hover over a process to see details

Back

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Compliance

Shared services

Hover over a process to see details

Generative AI potential | BANKING

Marketing and acquisition

Growth and product

Customer service

Credit and collection

Compliance

Shared services

Meeting assistant

Generative AI potential | BANKING

Advanced knowledge management

Report generation

Hover over a use case to see details

Employee self-service

Employee communications

Personalized interviews

Job descriptions

Code generation and translation

Code documentation

Code debugger / security

Data management assistant

RFP creation

Vendor communications

Supplier negotiations

Category recommendations: advice for category managers

Case search and summarization

Meeting assistant

Advanced knowledge mgt.

Report generation

Category recommendations:

Administrative

Category recommendations:

Adverse action communications

Code generation and translation

Category recommendations:

Adverse action communications

Code generation and translation

Category recommendations:

Technology

Category recommendations:

Adverse action communications

Code generation and translation

Category recommendations:

Procurement

Category recommendations:

Adverse action communications

Code generation and translation

Category recommendations:

Legal

Compliance helpdesk

Compliance monitoring

Compliance support

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Adverse action communications

Credit memo preparation

Financial hardship advisor

Collector assistant

Data portfolio enrichment

Credit and collection

Relationship manager’s executor (interactions and transactions)

Execution support

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Q&A knowledge management

24/7 customer agent (chatbot)

Service rep nudges (real-time advice)

Voicebot

Outbound follow-up and sales

Interaction support

Interaction summarization

Interaction mix and predictive NPS®

QA and compliance analysis

Service rep coaching

Interaction analytics

Hover over a use case to see details

Sales assistant

Sales coaching

Sales nudges

Sales organizer

Semantic search for product information

Branch and relationship management enablement

Product and trend identification

New product and offering development

Hover over a use case to see details

Consumer sentiment and brand awareness

Market insights

Social media engagement

Blog posts

Signals from unstructured data

Marketing support

Personalized ad creative

Customized landing pages

Personalization

Create context-specific posts and responses to comments

Create content proposals for blogs

Extract signals from text or voice for inputs into personalization engines

Generate messages and visuals for ad copy based on individual behavior and preferences, customized for marketing campaign themes

Tailor landing pages to customer profile/preference, using available data

Analyze external content (e.g., online reviews, social media) to understand and drive brand sentiment

Summarize meetings and generate personalized follow-up

Generate meeting/ call attributes from transcripts to advise what’s working or not working

Listen to calls and provide real-time info or generate advice based on topic discussed

Summarize all customer interactions, organize follow-ups, and initiate activities (e.g., set up calendar, reminders)

Search knowledge base to generate draft answers for client questions (Q&A) and summaries on markets, investments, internal policies, or regulations

Identify impactful trends (based on customer conversations, broader online content) and suggest new product features or offers to capture customer demands

Assist frontline employees or customers in answering questions about company’s products, services, procedures, policies, or regulatory/compliance requirements

Interact directly with customers through chat interface to address inquiries about accounts or transactions, or company’s products, services, or procedures; make recommendations or initiate transactions/ workflows based on customer requests

Listen to reps’ interactions with customers, providing real-time customer sentiment, interaction tips, or knowledge base content

Interact directly with customers through voice-enabled chat interface (i.e., Siri-like interface) to address inquiries about accounts or transactions, or company’s products, services, or procedures; make recommendations or initiate transactions/ workflows based on customer requests

Organize follow-up activities for frontline employees after customer interactions, generate personalized messages, and initiate outbound contact based on predefined outbound rules

Summarize customer interactions, including customer’s ask, key discussion points, action items, and timing, for reps’ own use or follow-up with customer

Analyze participation/talking time allocation of customer interactions and create NPS score based on predefined analysis approach

Analyze customer interactions to ensure service quality and identify any out-of-compliance items

Analyze interactions to provide coaching/training to reps on what did not go well and how to do it differently

Draft content of adverse action letters and messages based on existing adverse decision and reasoning

Draft credit memos based on provided information, credit rating, and/or credit underwriting decisions

A chatbot interface to help customers in financial hardship explore options for debt repayment

A chatbot interface to assist debt collectors with information about customers, collection options, and/or negotiation approaches

Extract information from unstructured text to assist with credit rules and machine learning models

An interface to allow RMs to use natural language to complete common tasks such as updating CRM system, initiating tasks in a workflow, composing client emails, etc.

A chatbot interface for internal employees to seek help on compliance-related topics, such as Q&A on rules and policies, analysis of documents to assess compliance, etc.

An app to analyze customer interactions and communication to identify any out-of-compliance items

Visualize and create first pass at products; use customer insights to suggest products to create

Help employees find information with advanced search

Generate reports with narratives based on existing KPIs

A chatbot interface to allow employees to self-serve on topics such as travel and expense, payroll, benefits, insurance, etc.

Draft employee communication messages, either standard or personalized

Assist in interviews with personalized questions based on job description and candidate’s resume

Draft job descriptions and requirements

Develop computer programs (e.g., SQL) or translate from one language to another (e.g., C++ to Python)

Draft technical documentation from existing computer programs

Debug computer programs to identify potential bugs or security vulnerabilities

Assist with data management tasks such as classifying unstructured data, extracting info, and searching and linking data

Draft RFP documents based on business requirements

Draft communications to vendors for RFPs or projects; provide Q&A interfaces to answer vendor questions

Assist in negotiations by providing options to the procurement team

Provide information to category managers through Q&A interface, including recommendations

Provide Q&A interface to allow legal team to search and create summaries of previous cases

Administrative

Shared services

Meeting assistant

Advanced knowledge management

Report generation

Administrative

Employee self-service

Employee communications

Personalized interviews

Job descriptions

Code generation and translation

Code documentation

Code debugger / security

Data management assistant

Technology

RFP creation

Vendor communications

Supplier negotiations

Category recommendations: advice for category managers

Procurement

Case search and summarization

Legal

Hover over a use case to see details

Technology

Procurement

Legal

Sales and marketing

Support

Back

Meeting assistant

Advanced knowledge management

Report generation

Employee self-service

Back

Tap over a use case to see details

Administrative

Meeting assistant

Employee self-service

Personalized interviews

Employee communications

Technology

Code generation and translation

Code documentation

Tap over a use case to see details

Administrative

Tap over a use case to see details

Administrative

Meeting assistant

Advanced knowledge management

Report generation

Employee self-service

Personalized interviews

Job descriptions

Employee communications

Technology

Code generation and translation

Code debugger/security

Data management assistant

Code documentation

Procurement

RFP creation

Supplier negotiations

Category recommendations/ advice for category managers

Vendor communications

Legal

Case search and summarization

Tap over a use case to see details

Marketing and acquisition

Generative AI potential | BANKING

Marketing and acquisition

Generative AI potential | BANKING

Marketing and acquisition

Generative AI potential | BANKING

Marketing and acquisition

Generative AI potential | BANKING

Marketing and acquisition

Generative AI potential | BANKING

Marketing and acquisition

Advanced knowledge management

Sales nudges

Branch and relationship management enablement

Sales assistant

Sales nudges

Semantic search for product information

Sales organizer

Sales coaching

Employee self-service

Personalized interviews

Job descriptions

Employee communications

Interaction support

Q&A knowledge management

Service rep nudges (real-time advice)

Outbound follow-up and sales

Voicebot

24/7 customer agent (chatbot)

Interaction analytics

Interaction summarization

Credit and collection

Adverse action communications

Credit memo preparation

Analyze external content (e.g., online reviews, social media) to understand and drive brand sentiment

Visualize and create first pass at products; use customer insights to suggest products to create

Generate reports with narratives based on existing KPIs

Visualize and create first pass at products; use customer insights to suggest products to create

Generate reports with narratives based on existing KPIs

Help employees find information with advanced search

A chatbot interface to allow employees to self-serve on topics such as travel and expense, payroll, benefits, insurance, etc.

Draft employee communication messages, either standard or personalized

Assist in interviews with personalized questions based on job description and candidate’s resume

Visualize and create first pass at products; use customer insights to suggest products to create

Generate reports with narratives based on existing KPIs

Help employees find information with advanced search

A chatbot interface to allow employees to self-serve on topics such as travel and expense, payroll, benefits, insurance, etc.

Draft employee communication messages, either standard or personalized

Assist in interviews with personalized questions based on job description and candidate’s resume

Draft job descriptions and requirements

Develop computer programs (e.g., SQL) or translate from one language to another (e.g., C++ to Python)

Draft technical documentation from existing computer programs

Visualize and create first pass at products; use customer insights to suggest products to create

Generate reports with narratives based on existing KPIs

Help employees find information with advanced search

A chatbot interface to allow employees to self-serve on topics such as travel and expense, payroll, benefits, insurance, etc.

Draft employee communication messages, either standard or personalized

Assist in interviews with personalized questions based on job description and candidate’s resume

Visualize and create first pass at products; use customer insights to suggest products to create

Generate reports with narratives based on existing KPIs

Help employees find information with advanced search

A chatbot interface to allow employees to self-serve on topics such as travel and expense, payroll, benefits, insurance, etc.

Draft employee communication messages, either standard or personalized

Assist in interviews with personalized questions based on job description and candidate’s resume