Strengthening Our Commitment to AI Innovation

A version of this e-mail was distributed to all Citi colleagues.

We’re excited to share that we’ve joined forces to be the Executive Management Team (EMT) co-sponsors of Citi’s AI work globally. We are focusing on accelerating our AI strategy—connecting teams and partners, prioritizing resources and expediting use cases across our businesses and functions. 

AI is reshaping how we operate, serve our clients and scale our business. We firmly believe that to be competitive in this digital evolution, we must be an AI-ready workforce—nimble and ready for what this technology can unlock, and we have made significant investments to do just that. 

Since we launched Citi AI to approximately 150,000 colleagues, thousands of our colleagues are already using the tools every day to help you reimagine how to get your work done. With the tools in hand, our colleagues are helping us shape what comes next on our GenAI journey by providing feedback, which has helped us prioritize new features. For example, we recently introduced a real-time chat feature in the latest iteration of Citi Stylus, our document intelligence tool, and integrated Citi Assist into Microsoft Teams. We’ve also launched a Citi Stylus browser plug-in to help analyze articles our colleagues are reading. Building up adoption of the Citi AI tools is great for their professional development and for the progress of the firm.

Most importantly, our colleagues do not have to learn how to use these tools on their own. We have enlisted the help of more than 2,000 colleagues across the globe to be a part of our AI Champions and AI Accelerator programs. These colleagues are available to support adoption of the tools in day-to-day life at Citi and provide a feedback loop to our teams about how we can improve our GenAI tools in real-time.

We’re also making great progress at scaling AI in our businesses. In U.S. Personal Banking Operations, we’ve launched one of our first business GenAI pilots: Agent Assist and Enhanced Interactive Voice Response (IVR). These tools help improve the customer service experience and resolve client inquires faster. Agent Assist guides customer service teams through client interactions with procedural information, real-time transcripts, after-call summaries and more, helping save time and improve client outcomes. Our IVR system is also now powered by GenAI for better call-routing and faster self-service.

We see opportunities to expand GenAI across other areas of the firm such as fraud prevention in U.S. Personal Banking, confirmation matching in Markets and more. We’re adopting GenAI at super speed and partnering with some of the best technology companies in the world to make it happen. We’re also well underway with Agentic AI, the next big iteration of artificial intelligence with real promise to transform our bank. We’ll be sharing more on our Agentic AI work in the coming months.

All businesses and functions have been given the mandate to explore how we can build artificial intelligence into our day-to-day work and operations and, as the EMT co-sponsors, we are here to help. We encourage our colleagues to just jump in and start exploring current tools. With new capabilities added almost monthly, our tools are user-friendly and advancing quickly. 

Thank you to all teams and colleagues who have pioneered our AI efforts to date. We’re proud of the progress we’ve made and look forward to building the bank of the future.

Gonzalo Luchetti Head of U.S. Personal Banking	Tim Ryan Head of Technology and Business Enablement	Anand Selva Chief Operating Officer