{"id":673493,"date":"2024-10-28T19:09:06","date_gmt":"2024-10-28T23:09:06","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-en\/?p=673493&#038;preview=true&#038;preview_id=673493"},"modified":"2025-04-03T08:38:29","modified_gmt":"2025-04-03T12:38:29","slug":"beyond-knowledge-management-unlocking-genais-full-potential-in-financial-services","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ca-en\/insights\/expert-perspectives\/beyond-knowledge-management-unlocking-genais-full-potential-in-financial-services\/","title":{"rendered":"Beyond knowledge management: Unlocking Gen AI\u2019s full potential in financial services"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Beyond knowledge management: Unlocking Gen AI\u2019s full potential in financial services<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2024\/09\/Shankar_Ramanathan.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Shankar Ramanathan<\/h5><h5 class=\"blog-date\">16 October 2024<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h4 class=\"wp-block-heading\" id=\"h-\"><\/h4>\n\n\n\n<p>In recent years, Generative AI (Gen AI) in financial services has extended far beyond some primary use cases such as search and knowledge management. What was once considered an advanced application has quickly become a standard capability across many organizations. Financial institutions are now looking to push the boundaries of Gen AI, exploring broader business applications that go beyond simple knowledge management enhancements.<\/p>\n\n\n\n<p>With the significant infrastructure investments in Gen AI, companies are pressured to achieve tangible returns. The key to unlocking greater value lies in integrating Gen AI across end-to-end business processes, driving operational efficiencies, and enabling more intelligent decision-making. This article explores some of the latest trends in Gen AI applications across financial services, with insights into how the technology is utilized to transform various facets of business operations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-justifying-gen-ai-investments-through-process-transformation\">Justifying Gen AI investments through process transformation<\/h2>\n\n\n\n<p>Gen AI\u2019s ability to improve business operations is rooted in its capacity to impact processes holistically. Implementing AI for singular functions, such as knowledge management, delivers limited value. To fully capitalize on Gen AI\u2019s potential, organizations need to embed it across a series of interconnected tasks within a process, enabling automation and orchestration of complex workflows.<\/p>\n\n\n\n<p>Financial operations often involve various interwoven tasks, making them challenging to automate. However, Gen AI shows promise in addressing these challenges by managing multiple categories of functions, such as:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Interacting with unstructured data:<\/strong> This involves interpreting documents like procedures, guidelines, service tickets, or contracts.<\/li>\n\n\n\n<li><strong>Querying databases:<\/strong> Using large language models (LLMs) to generate database queries, perform data transformations, and create visualizations.<\/li>\n\n\n\n<li><strong>Leveraging APIs:<\/strong> To retrieve, modify, and track data, ensuring seamless integration with existing systems.<\/li>\n\n\n\n<li><strong>Combining structured, unstructured, and API data:<\/strong> Bridging diverse data sources to gain comprehensive insights.<\/li>\n\n\n\n<li><strong>Triangulating information:<\/strong> Analyzing multiple data sources to identify inconsistencies and areas requiring attention.<\/li>\n<\/ol>\n\n\n\n<p>Successful Gen AI applications often combine multiple tasks to improve efficiency. They can decompose large analysis tasks into smaller subtasks, interact with endpoints, and perform actions like creating new service desk tickets.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/10\/GenAI_Blog_Part_2-Diagram.jpg?w=960\" alt=\"\" class=\"wp-image-1065445\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-emerging-use-cases-of-gen-ai-in-financial-services\"><strong>Emerging use cases of Gen AI in financial services<\/strong><\/h2>\n\n\n\n<p>While the technology is still evolving, several high-potential use cases of Gen AI are emerging across various roles within financial institutions. These include applications for customer service, internal operations, and strategic decision-making.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer support and contact centers:<\/strong> Gen AI plays a transformative role in modernizing contact centers by augmenting customer support agents with advanced capabilities. By integrating AI to analyze unstructured data (such as operating procedures and business rules) and retrieve customer data via APIs, AI-powered systems can provide accurate, timely information to address customer inquiries. This significantly reduces response times and enhances overall customer satisfaction.<\/li>\n\n\n\n<li><strong>Strategic users and contract analysis:<\/strong> Contract analysis and similar use cases involve navigating complex hierarchies of unstructured documents, such as contracts with diverse terms and conditions. Leveraging AI, legal teams can efficiently compile comprehensive legal packs by extracting critical information from contracts, regulations, and external news sources, significantly reducing research time and enhancing accuracy. Additionally, strategic users benefit from AI-powered systems that integrate structured database queries with advanced data manipulation, empowering data-driven decision-making with real-time insights.<\/li>\n\n\n\n<li><strong>Internal systems for general employees:<\/strong> Employee experience is another critical focus area for Gen AI applications. Financial services firms are exploring simplifying access to internal HR, payroll, and operations by deploying AI-driven systems that communicate with existing APIs. The result is more efficient workflows and reduced daily task friction, improving employee productivity.<\/li>\n\n\n\n<li><strong>Operational use cases: Loan underwriting and fraud investigation:<\/strong> Gen AI is making inroads in operational tasks that require human judgment, such as loan underwriting and fraud investigation. These processes typically involve reviewing data from multiple sources (APIs, structured databases, and unstructured data). AI systems can analyze this data in real time, flagging potential issues or highlighting anomalies that require further investigation, enabling faster and more accurate decisions.<\/li>\n\n\n\n<li><strong>End-customer self-service applications:<\/strong> While still in the early stages, financial institutions are exploring ways to use Gen AI for end-customer self-service applications. These solutions combine the full spectrum of AI capabilities\u2014unstructured data analysis, database queries, and API integration\u2014offering customers personalized insights and services in real time. However, due to regulatory and reputational risks, these applications are being adopted cautiously, with an emphasis on ensuring data security and compliance.<\/li>\n\n\n\n<li><strong>Reimagining user experience:<\/strong> Many business processes and workflows can be reimagined with Gen AI applications blended into the workflow systems. For example, managing a large report estate with hundreds of report templates can be revitalized by reimagining the user experience using Gen AI. By embedding AI into the process, users can efficiently search for existing templates, raise tickets for new reports, and receive tailored suggestions from administrators. In addition, developers can quickly find the best method to build report templates. The application can combine all personas and make the entire process efficient with significant levels of collaboration.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-road-ahead-maximizing-roi-from-gen-ai\"><strong>The road ahead: Maximizing ROI from Gen AI<\/strong><\/h2>\n\n\n\n<p>The promise of Gen AI lies not only in automating individual tasks but also in orchestrating entire processes including subtasks dynamically. With advances in LLMs that possess reasoning capabilities, combined with agentic frameworks, AI can now augment human experts by dynamically breaking down complex workflows into smaller tasks and orchestrating these tasks in real time.<\/p>\n\n\n\n<p>In financial services, this results in an enhanced user experience through reduced context switching\u2013fewer switches between systems and windows. For instance, embedding AI capabilities directly into enterprise communication tools like instant messaging systems in the form of avatars allows employees to access relevant information and perform tasks more efficiently through personalized digital assistants.<\/p>\n\n\n\n<p>Overall, banks and insurers are just beginning to tap into Gen AI\u2019s transformative potential. As these organizations continue to experiment with different applications and fine-tune AI capabilities, they will realize higher returns on their AI investments. The key to success lies in applying AI across the full spectrum of business processes, driving both operational efficiencies and superior user experiences.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-want-to-learn-more\"><strong>Want to learn more?<\/strong><\/h2>\n\n\n\n<p>Check out the latest reports from the Capgemini Research Institute, packed with cutting-edge insights on Gen AI. Explore topics such as <a href=\"https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/gen-ai-in-software\/\" target=\"_blank\" rel=\"noreferrer noopener\">Turbocharging software with Gen AI<\/a>, <a href=\"https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/generative-ai-in-organizations\/\" target=\"_blank\" rel=\"noreferrer noopener\">Harnessing the value of Gen AI<\/a>, and <a href=\"https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/creative-and-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Why consumers love Gen AI<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h3 data-maxlength=\"34\">Meet our expert<\/h3><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2024\/09\/Shankar_Ramanathan.jpg\" alt=\"Shankar Ramanathan\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB734b7be3_7ee7_4acd_9a54_69a053fa33f0\" data-bs-expert-title=\"1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/shankarsharma\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Shankar Ramanathan<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Senior Director, AI &amp; 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Please try again.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG344241 = {\"344241\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider next\"><\/button><\/div><\/div><\/section>\n\n\n<section class=\"section section--expert-perspectives\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"expert-heading\">Expert perspective<\/h2><\/div><\/div><div class=\"expert-prospective-container\"><div class=\"row\"><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/ca-en\/insights\/expert-perspectives\/how-gen-ai-will-revolutionize-telecom-network-operations\/\" aria-label=\"How Gen AI will revolutionize telecom network operations\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2024\/02\/MicrosoftTeams-image-85.jpg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">5G and Edge<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/ca-en\/insights\/expert-perspectives\/how-gen-ai-will-revolutionize-telecom-network-operations\/\" aria-label=\"How Gen AI will revolutionize telecom network operations\"><h3 class=\"expert-subtitle\">How Gen AI will revolutionize telecom network operations<\/h3><\/a><div class=\"box-bottom\">\n\t\t   <div class=\"box-logo\"><img decoding=\"async\" class=\"\" loading=\"lazy\" alt=\"\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2021\/05\/Yannick-Martel-2.webp?w=361\" \/><\/div><div class=\"date-name-info\"><div class=\"author-text\">Yannick Martel<\/div><div class=\"date-text\">Feb 28, 2024<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"cta-wrapper\"><a class=\"cta-link\" target=\"\" aria-label=\"View more about Expert perspective\" href=\"https:\/\/www.capgemini.com\/insights\/expert-perspectives\/#industry=banking-capital-markets\" rel=\"noopener noreferrer\">View more<\/a><\/div><\/div><\/section>","protected":false},"excerpt":{"rendered":"<p>Generative AI (GenAI) in financial services has extended far beyond some primary use cases such as search and knowledge management. <\/p>\n","protected":false},"author":419,"featured_media":673495,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"ce3c5ddb-f885-44b4-8543-0d840055c4f5\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"458","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[458],"service":[243],"industry":[242,474,70],"partners":[],"blog-topic":[154,401],"content-group":[],"class_list":["post-673493","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","brand-capgemini","service-data-ai","industry-banking-capital-markets","industry-financial-services","industry-insurance","blog-topic-data-and-ai","blog-topic-technology"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - 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