// . //  //  How AI Can Make Financial Services More Equitable

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With generative AI, I expect to see us be more mindful about the subtle use of gendered language or potentially Westernized views being overly used

Understanding the benefits of AI when used properly. In financial services, artificial intelligence can help address inclusion and fairness.

Watch more from the New Monetary Order Video Series and discover how financial institutions are adapting to the evolving monetary landscape.

The really exciting thing about AI is that impressively but unreliably, it can do anything. So we have this fantastic blank canvas to work with and we need to be mindful of the risks, we need to be mindful of its limitations, and we need to find the right bottlenecks for it to apply, but it means that suddenly we can achieve pretty much what we can think of.

The interesting thing about the last year with people becoming more aware of chatGPT, is that it has desensitized them to AI in general. And over the next two to three years, I see AI becoming much more widely accepted, much more common, and also seeing generative AI start to transform jobs. So not replacing people, but switching them from being writers to being editors, actually allowing people to do the more value added part of the tasks and automating the aspects that aren't interesting to people.

I also think that we're going to be a lot more mindful about aspects such as transparency, bias, and fairness than we were before, now that AI has raised that topic. And with generative AI, I expect to see us be more mindful about subtly gendered language or potentially westernized views being overly used, because having a more automated technology is making us think more about that systematic risk.

I think artificial intelligence can really help address inclusion in financial services. There are plenty of people that don't have strong credit histories due to religion or due to marriage. And the use of artificial intelligence to start to fill those gaps in the data or make the most of newer, unstructured types of data, means that more people should have access to the fairer decisions in future.

One of the big aspects we needed to be ready for was a, a batch recall. So we came in as analytics specialists to be able to match people to their medical records and help people get access to the vaccine by making sure that even if you changed your name, we could still identify who you were, even if you were homeless and on the street and didn't have a physical address to use, we could still make sure that you could get vaccinated if you were a refugee that had recently come into the country, you still needed a vaccine. So for me, that was an exciting aspect of AI to use. It was technologically very advanced, but it was also a really nice example of the impact that you can have. We had a really rich and engaging discussion at the AI and financial services panel.

There were all the topics that you would've expected around what is AI, what are the risks, what are the limitations and how do we seize this opportunity now, how is it going to transform the landscape? And in particular, we also talked about what it means for data privacy, the direction that the regulation is going around it, and how you manage to have the strongest, most diverse, most informed models while still respecting the individual customers need for data privacy and safeguarding their data. A lot of these conversations that AI is surfacing around, making sure that decisions are fair, making sure that data is kept private, making sure that decisions are transparent and defensible and explainable.

These are conversations that we've also been having around human decisions, but being able to reexamine these topics has been really beneficial within all industries, including financial services.