01.14.26

Customers Will Want a Zero-Friction Bank Partner on AI, Says U.S. Bank Exec

by: Caitlin Mullen

U.S. Bank Chief Innovation Officer Don Relyea said advances in artificial intelligence (AI) and robotics are reshaping customer expectations, with consumers increasingly wanting banks to act as “zero-friction” partners that handle tasks automatically. After attending the recent Consumer Electronics Show, Relyea said agentic “do-it-for-me” AI has become central to U.S. Bank’s digital strategy, enabling services that work in seconds rather than minutes. He noted AI is now embedded across devices and form factors, raising both usability standards and privacy concerns. As interfaces improve and automation expands, banks must move quickly to deliver seamless, proactive experiences without crossing customers’ comfort lines.

Read the full article on Banking Dive