NAB’s retail banking executive says there is still work to do to convince customers of the merits of incorporating more AI into processes and operations, despite positive experiences with the technology so far.

Ana Marinkovic from NAB (right) speaks at AWS financial services symposium.

Speaking at the AWS financial services symposium in Sydney, personal bank group executive Ana Marinkovic said that while the bank “talks a lot about the benefits of AI” and positions it as “a pathway for the future, a lot of our consumers do not necessarily have the same positive view on AI.”

In particular, Marinkovic said that customers’ concerns with the technology stretched from its role in scam and fraud enablement, to data privacy around how their personal information might be ingested or used by AI.

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