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      "text": "Similar to employee-facing use cases, customer-facing uses of GenAI are concentrated in credit and financial wellness. The credit application process remains relatively arduous for consumers (especially for mortgage loans), meaning that an AI assistant that can guide the customer and expedite the process would be highly beneficial. Additionally, GenAI could greatly expand the role a bank plays in consumers' financial wellness. Based on a customer's banking data and third party permissioned data, an AI assistant could help advise a customer on how to do things like set a budget and handle an unexpected expense. A bank could also help customers make smarter product choices by tapping into additional data sets.",
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      "text": "Sources: Celent interviews, research, surveys, and analysis © CELENT",
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      "text": "USE CASES UNIQUE TO RETAIL BANKING: CUSTOMER-FACING",
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