PSB talked about the impact of AI on the transformation of customer experience

In the future, for 3-4 years, everyone will have their own AI agent managing their well-being, said Irina Zhimerina, Senior Vice President and head of the small and medium-sized business unit at PSB.

Speaking at a session organized by PSB within the framework of the Finopolis forum, she noted: "The global AI market in the banking industry is showing explosive growth: from $25 billion in 2024 to a projected $140 billion by 2030. The task of banks is to effectively translate this potential into practice," she said.

Zhimerina stressed that PSB is continuously developing business processes using AI. "We use big data to make pre—approved credit decisions, and we also use AI to improve the quality and speed of customer service," she said. For example, this year the Katyusha business assistant, a virtual assistant for PSB clients from the small and medium-sized business sector, increased the speed of query processing eight times thanks to the introduction of RAG technology.

According to Alexey Shchavelev, Senior Vice President and head of Retail Business at PSB, who moderated the session, today, thanks to digitalization in the banking sector, established business models are changing — now it is important for financial organizations not only to respond to requests, but also to try to anticipate customer needs. He noted that digital financial services are playing an increasingly important role in the competition for customers.

"I am sure that it is artificial intelligence that will allow banks to remain human—centered and at the same time find ways to compete when the market of financial players will not shrink to two banks, and the client will be able to choose from a wide range of products," concluded Alexey Shchavelev.

During the session "Predicting Desires: How AI and Data create an Impeccable customer experience in Finance," experts assessed the role of technology in customer service transformation and discussed which models of AI application in finance have proven effective and which ones are yet to be implemented.

All important news is on the Izvestia channel in the MAX messenger.