06.30.25

‘Digital Workers’ Have Arrived in Banking

by: Isabella Bousquette

Financial services companies like Bank of New York (BNY) and JPMorgan Chase say AI’s capabilities are taking more and more cues from the way humans work. BNY now employs dozens of AI "digital employees" that have company logins and work alongside its human staff. Similar to human employees, these digital workers have direct managers they report to and work autonomously in areas like coding and payment instruction validation, said Chief Information Officer Leigh-Ann Russell. At JPMorgan, Chief Analytics Officer Derek Waldron thinks of “digital employees” as more of a helpful model for business people to conceptualize AI tools. He envisions a future where every employee will have an AI assistant and every client experience will have an AI concierge. About 230,000 employees already have access to a general AI chatbot through the company’s proprietary platform, and the goal is to build out more autonomous and more agentic versions of it that are further and further tailored to individual job groups.

Read the full article on The Wall Street Journal