Citi is expanding its use of artificial intelligence to improve internal productivity and client services while maintaining human accountability for decisions made with the technology.
Citi Philippines CEO Paul Favila said the bank has been using AI internally to streamline processes and improve employee productivity.
In the United States, Citi has also launched “Citi Sky,” an AI persona designed to assist clients, particularly those using its wealth management services.
The deployment reflects the banking industry’s growing use of AI for both back-office operations and customer-facing services.
However, Favila said financial institutions must establish safeguards covering accountability, regulatory compliance, and operational risks.
The Bangko Sentral ng Pilipinas has issued guidelines on the use of AI by financial institutions, including requirements for human oversight.
“A core principle for AI governance is that a human must be accountable at all times; one cannot attribute actions solely to the AI,” Favila said.
The principle means that banks and their personnel remain responsible for AI-assisted decisions even when systems automate parts of a transaction, recommendation, or internal process.
Favila said Citi is taking a cautious approach by placing guardrails around the technology as its capabilities continue to develop. Such controls are intended to reduce risks to the bank and its clients while ensuring compliance with regulatory requirements.
“Leveraging the strength of our global network and institutional banking platform, we remain focused on improving our client relationships and supporting continued growth and development,” Favila said.
