Citizens Bank is gaining efficiency in multiple processes since deploying AI and plans to build on those gains with multiple projects in its pipeline for 2026. 

The $217 billion bank has deployed AI for essential functions including software development and aiding customer representatives, with quantifiable results in those areas.

“We are able to use generative AI tools to convert older code into more modern programming languages,” Chief Data and Analytics Officer Krish Swamy told FinAi News.  

AI made bank processesup to 80% more efficient, Swamy said, adding that tasks that used to take 100 hours can now be completed in just 20 to 25 hours. 

The Providence, R.I.-based bank has also gained efficiency in customer service processes, he said, adding that gen AI not only helps employees, but also guides customers using self-service options. 

Citizens launched CiZi, an AI-driven virtual assistant for clients, in November 2024 and is seeing high adoption and usage rates, Swamy said. 

The bank uses OpenAI’s models, he said, adding that Citizens started its AI journey in late 2023 and OpenAI was the best model at the time. 

Lending efforts 

Citizens also deployed gen AI tech to help lenders make efficient and accurate decisions, Swamy said. 

“When our bankers and underwriters, especially on the commercial side, do credit analysis, they are expected to look at the financials of companies,” Swamy said. “Some of these could be public, some of them could be private, and AI can summarize their key metrics.” 

Combing through a company’s financial statements used to take four to five hours, but with gen AI it can be done within minutes, he said. 

Over the next 12 to 24 months, Citizens aims to expand the use of gen AI for basic data gathering, analysis and summarization within commercial and business lending operations, Swamy said, adding that “we will always keep a human in the loop in the actual decisioning process .” 

Register here for early-bird pricing for the inaugural FinAi Banking Summit 2026, taking place March 2-3 in Denver. View the full event agenda here.