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  "documentTitle": "GenAI retail commercial banking",
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      "text": "How do you think GenAI will change your bank's 'ways of working'? (n=151)",
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      "text": "Top areas for change, enabling greater relationship manager (RM)/sales productivity and enhancing technical capabilities, will both require clear performance metrics in the business case to assess success. Among both retail and commercial banks, 54% see GenAI accelerating innovation as a highly anticipated use case, which positions GenAI investments as an enabler for other areas of innovation as well as future AI use cases. With 48% of banks expecting GenAI to mitigate reliance on select roles via automation and 43% believing that GenAI will progressively displace headcount, it will be especially critical to build a governance and control model to manage the top concerns of trust in the technology. Despite its many impacts, the vast majority of respondents do not see GenAI decreasing interpersonal interactions.",
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      "text": "Source: EY Parthenon Retail and Commercial Banking GenAI Survey July 2023 (n=151)",
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