Citi is mandating training for AI prompts through learning modules to ensure employees can utilize the technology to its fullest extent.  

“This training is a practical guide to mastering a key skill for the future and unlocking the full potential of AI,” Tim Ryan, head of technology and business enablement at Citi, posted on LinkedIn.  

When using Citi’s AI tools like Citi Service Agent Assist and Ask Wealth, it is essential that employees of the $1.7 trillion bank understand the questions that will prompt the answers they are looking for, Judy Bloch, vice president and industry executive adviser for financial services at experience management software provider Medallia, told Bank Automation News.

“There is a real recognition that not everybody knows how to use this technology,” Bloch said, noting the importance of AI training. 

A weak spot

In fact, across industries, training is a persistent weak spot in AI adoption, according to software company SnapLogic’s research conducted this month by market research group 3GEM, surveying 3,000 knowledge workers in organizations across the United States, United Kingdom and Germany. Of those polled, the survey found: 

• 81% have had some form of AI training; 

• 32% have had formal AI training through workshops or onboarding sessions; 

• 38% have had informal AI training, for example, guidance or support from colleagues; 

• 32% are self-taught; 

• 16% learn through trial and error; and 

• 10% have zero training. 

However, financial services training was reportedly widespread, with just 2% of financial services respondents reporting no training, according to the report. 

Financial services AI training

Citi is not alone in prioritizing AI training for employees. The following institutions also have AI training programs: 

• BNY Mellon partners with AI companies to train its workforce. 

• JPMorgan requires all new banking employees to undergo AI training. 

• Citizens Bank has trained employees in gen AI, cloud systems and data engineering. 

• Truist integrates AI education into a broader internal framework. 

Medallia research found that 86% of customer experience leaders are looking to integrate AI into their programs and “training goes along with those plans,” Bloch said.  

The key is not only ensuring employees know how to use the technology, but also teaching them how it complements day-to-day work, Bloch said. “Really reinforce that it’s designed to make the humans better.” 

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.