Inside look: Citi’s Prompt-like-a-Pro program
Nearly 80% of bank's employees have received AI training
Citi is training its global workforce in gen AI through a structured approach designed to embed the technology into everyday operations.
Citi has rolled out its internal AI suite to more than 180,000 of its roughly 226,000 employees across 85 jurisdictions, Rajen Shah, global chief operating officer of technology and business enablement at Citi, told FinAi News.
Central to this effort is its mandatory Prompt-like-a-Pro program, which trains employees to effectively interact with AI tools.
“Prompt-like-a-Pro … teaches our colleagues the possibilities of great prompting versus basic prompting to generate impactful results,” Shah said.
Citi’s AI strategy focuses on three use cases:
- Developer productivity: More than 40,000 engineers are using tools such as Citi Squad, GitHub Copilot and Cognition’s developing tool. These tools have “fundamentally changed how we build software,” freeing up 100,000 hours of developer capacity per week as of the fourth quarter of 2025, Shah said.
- Enterprise productivity: Citi’s AI tools — including Citi Stylus Workspaces and Citi Assist — are being used to summarize, translate, compare documents, search policies and new collaboration features, such as shared AI workspaces, are enabling teams to co-create reports and analyses in real time.
- Specialized business tools: Applications including Agent Assist and AskWealth provide real-time support for customer service teams and advisers, while CitiService Agent Assist enhances client interactions in transaction services.
Citi is also reinforcing adoption through a network of 4,000 “AI Champions” and global AI learning events, in which employees who excel in AI use teach their colleagues, Shah said.
The result is a coordinated push to move AI from experimentation to enterprisewide capability.
Other FIs’ prompt training
Citizens and KeyBank are also providing prompt training to improve AI adoption.
Citizens has built prompt libraries to help employees apply AI more effectively, a spokesperson told FinAi News.
Similarly, KeyBank launched its “prompt-a-thon” program in January, training nearly 100 employees on basic AI use, Mike Reynolds, business technology executive, said during last month’s FinAi Banking Summit in Denver.
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