Both KeyBank and PNC Bank are exercising caution in how they roll out generative AI to their customers. 

The models need to be refined for accuracy before consumers can be the “prompters,” or questioners, for gen AI-driven features, Dominic Cugini, chief transformation officer at $185 billion KeyBank, said at Bank Automation Summit U.S. 2024 on March 19.

Until KeyBank can train its model to respond to the same question asked a thousand different ways, the bank will continue to work on it, Cugini said.

“I think we’re at least two years away, possibly three, from feeling comfortable enough” to roll out consumer-facing gen AI features and applications, he said. 

PNC “is in the same boat” as KeyBank when it comes to implementing gen AI, Anuj Shah, head of the bank’s AI and intelligence automation center, said at the summit. 

The $557 billion bank is refining its model and collecting feedback from developers. 

PNC will not roll out gen AI to customers until there is “a certain level of accuracy,” he said. 

“We don’t have enough empirical evidence to be comfortable about putting it in front of customers yet,” Shah said.

More news from Bank Automation Summit US 2024, is available here.