AI @ Citigroup
Summary
- Citigroup has rapidly scaled AI adoption from initial awareness and wealth management applications in 2023 to broad internal deployment by mid-2025, including launching Citi AI tools active across 11+ global markets with over 150,000 employees engaged.
- The bank emphasizes transformative AI use cases such as AI-powered credit risk assessment, automated commercial lending data transfer, agent assist, and enhanced IVR systems, aiming to improve customer experience and operational efficiency while addressing AI-related risks with a dedicated governance approach.
- Citigroup is investing heavily in next-generation Agentic AI and generative AI technologies through strategic partnerships (e.g., Google Cloud Vertex AI), committing over $14 billion to technology transformation but still trailing top competitors in AI preparedness; the focus is on unlocking productivity gains, cost reduction by automating banking jobs, and fostering AI innovation leadership.
VIBE METER
5 AI Use Cases at Citigroup
Fraud Prevention2025
Employee Productivity2024
Automated Lending2024
Credit Assessment2024
Wealth Personalization2023Customer Facing
Timeline
2025 Q3
Citi promotes agentic AI as a new frontier in business transformation, highlighting autonomous decision-making capabilities and potential productivity boosts; analysis suggests Citi's AI strategy aims to dominate financial services.
2025 Q2
Citigroup ranks ninth globally in AI preparedness despite $14.7B tech investment; strategic AI rollout across 11 markets reaching 15,000 employees; over 150,000 colleagues using various AI tools; focus on Agentic AI, fraud prevention, real-time chat, and integration with workplace productivity tools; key leaders including CEO Jane Fraser consolidate AI strategy; ongoing IT transformation drives productivity gains and cost efficiencies.
- Lucidate: Citigroup's AI Transformation: Strategic Analysis and ...
- Citigroup: Strengthening Our Commitment to AI Innovation
- Reuters: Citi launches AI tools for Hong Kong employees
- Business Insider: Citi's 'accelerating' its AI strategy with new leaders. Here's ...
- Finews Asia: Citi Introduces AI Tools to Workers in 11 Markets
- CIO Dive: Citi eyes AI productivity gains as it consolidates data systems
2025 Q1
Citi moves from a firm-wide ban on generative AI to internal rollouts focused on addressing risks and ensuring safe, reliable AI adoption; Citi Ventures highlights emerging AI fintech trends; agentic AI introduced as autonomous decision-making AI.
2024 Q4
Citigroup rolls out AI tools to 140,000 employees across eight countries, collaborates with Google Cloud integrating Vertex AI for generative AI and trading operations; initiatives focus on simplifying work, boosting customer experience, and fraud prevention.
2024 Q3
Citi streamlines commercial lending by partnering with Numerated to automate data transfer from borrowers; Citi GPS highlights AI-powered customizable credit risk models opening new market segments.
2024 Q2
Multiple reports highlight Citi's view that AI will displace more jobs in banking than other sectors, automate over half of banking tasks, and significantly impact profitability; Citi GPS publishes detailed analyses on AI's implications in finance.
2024 Q1
Senior Citi executives acknowledge generative AI's transformational impact on banking and data-driven decision making, while noting risks in customer support applications.
2023 Q4: no updates
2023 Q3
Citi highlights AI's transformative potential in wealth management, emphasizing improved accuracy, personalization, efficiency, and democratization.
2023 Q2
Citigroup publishes a foundational insight article framing AI as a transformative game changer across industries, signaling its recognition of AI's importance.