Rudy Lai

AI @ Citigroup

Global presence, strong in institutional
Industry
Last updated
July 3, 2025 at 10:44 AM

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

More AI announcements = more VIBE
Q1 23Q2 23Q3 23Q4 23Q1 24Q2 24Q3 24Q4 24Q1 25Q2 25Q3 25🔥🔥🔥🔥

5 AI Use Cases at Citigroup

Fraud Prevention
2025
Traditional
Generative
Agentic
Outcome
Risk
By leveraging AI and agentic AI models, Citi enhances fraud detection and confirmation matching within transactions, reducing operational risks and protecting customers. [1]
Employee Productivity
2024
Traditional
Generative
Agentic
Outcome
Costs
Citi deploys AI tools such as Agent Assist, enhanced IVR, and real-time chat integration with Teams to simplify workflows, enable faster problem resolution, and boost employee efficiency across multiple countries. [1][2]
Automated Lending
2024
Traditional
Generative
Agentic
Outcome
Costs
Citi automates commercial lending processes by integrating AI tools that transfer borrower financial data automatically, increasing speed and reducing manual effort while improving lending decision accuracy. [1]
Credit Assessment
2024
Traditional
Generative
Agentic
Outcome
Risk
AI-powered credit risk models customized for specific customer segments enable Citi to better assess risk and expand credit offerings more precisely, supporting smarter lending decisions. [1]
Wealth Personalization
2023
Customer Facing
Traditional
Generative
Agentic
Outcome
Citigroup uses AI to enhance wealth management services by making them more accurate, personalized, and efficient, optimizing investment strategies and customer insights to democratize wealth management. [1]

Timeline

2025 Q3

2 updates

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

6 updates

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.

2025 Q1

2 updates

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

3 updates

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

2 updates

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

3 updates

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

1 updates

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

1 updates

Citi highlights AI's transformative potential in wealth management, emphasizing improved accuracy, personalization, efficiency, and democratization.

2023 Q2

1 updates

Citigroup publishes a foundational insight article framing AI as a transformative game changer across industries, signaling its recognition of AI's importance.