VTB assessed the impact of artificial intelligence on the future of offices

The development of artificial intelligence and digitalization of the banking sector in the near future is unlikely to lead to the complete disappearance of offices. This opinion was expressed at the forum "Finopolis-2025" by the first deputy chairman of VTB Dmitry Pyanov.

"Artificial intelligence in banking will develop in the direction of intelligent assistants," Pyanov believes. He noted that this would reduce the burden on offices and call centers, "but there will still be people who need to come to the department." The top manager added that the services are built based on human demand.

VTB also suggests applying the human-centricity rule to the development of criteria that can be used when deciding on the creation of components of the national digital infrastructure of the financial market. The report on this topic was previously published by the Bank of Russia for public discussion.

Pyanov stressed that VTB is on the side of the Central Bank and supports all criteria for creating elements of the national digital infrastructure. At the same time, he suggested evaluating the criteria of importance and criticality "through the prism of the client." Currently, the report calls ensuring the continuous operation of the financial market a critical criterion, and accessibility of services for citizens and businesses is important.

In his second comment, Pyanov drew attention to the speed of implementation. "Our market has a unique situation: we are ahead of many countries in digital development, but we are wasting a lot of time on agreements, approvals, and standardization before we move on to creating some elements of the national digital infrastructure," said the first deputy chairman of VTB. He expressed the wish to "start testing these criteria in practice faster." "Practice is the main thing," Pyanov summed up.

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