This text outlines the critical role of AI, particularly generative AI, in enhancing customer service in the banking sector. It emphasizes that today's consumers expect personalized, digitally advanced services, pointing to a high turnover rate among customers seeking better digital experiences. The document discusses the benefits of combining traditional and generative AI to meet rising customer service expectations, improve efficiency, and generate revenue. It highlights that 85% of CEOs believe generative AI will interact directly with customers within two years. The text also stresses the importance of responsible AI development, including ethics and governance, to build trust and comply with regulations.

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