New Way Now: FNB personalizes financial services with deep analytics and powerful AI
14Featured in this video: Christoph Nieuwoudt, Chief Data and Analytics Officer at FNB
Executive Summary: FNB, South Africa’s oldest bank, uses Google Cloud Vertex AI and BigQuery to handle its complex data analytics needs to tailor services to customers and empower its workforce. FNB processes billions of payments a year, all of which need to be screened for fraud and money laundering, as well as runs an insurance business. The bank now takes full advantage of Gemini’s multi-modal options to automate a range of tasks, training models and creating agents that the bank’s customer relationship team can use as part of their workflow to respond to customer requests faster and more effectively.
Challenge: As one of the largest banks in South Africa, FNB operates at scale in a highly competitive environment. Keeping its focus on customer needs while managing a workforce of more than 30,000 people required a new approach to its technology and infrastructure challenges.
Solution: With Google Cloud, FNB uses advanced AI solutions like Gemini and adapts them to specific use cases, such as automating document imaging and recognition for its employees. Agents can now incorporate AI agents into their workflows, and the bank can serve customers quickly and securely.
Results: FNB now runs a data and AI platform that improves internal processes and ensures strong security and governance. They’ve also enhanced digital marketing, delivering more relevant offers to customers at the right time. With Google Cloud, FNB has access to the latest AI tools as well as the ability to deploy, train, and customize them according to the bank’s requirements.
Key takeaways and highlights from our interview with Christoph Nieuwoudt, Chief Data and Analytics Officer at FNB:
→ “We have been very impressed with the optical character recognition related to document imaging and recognition, and the power of the multimodal capabilities of Gemini and other models to be able to automate a very wide range of tasks.”
→ “Being able to be much more efficient, doing things faster, more accurately, better risk-managed, is a big part of what we are aiming to do.”
→ “Google Cloud has been quite the big liberator for us, both for getting access to the right kind of underlying hardware but also for the tooling and the environments that train the AI models.”
Google Cloud products used: Gemini
Learn more:
→ The new Google Cloud region is now open in Johannesburg: https://goo.gle/44PRiuN