AI Opportunities

Discover where AI can create measurable business value

The biggest AI opportunities rarely begin with the technology. They begin with a business outcome that needs to improve: revenue being lost, risk going undetected, customers experiencing friction, decisions being made with incomplete information, or operational effort being consumed unnecessarily.

By examining industries through their business domains, journeys and individual decision points, we can identify where AI has the potential to improve an outcome, quantify the opportunity and determine what would be required to put it into production.

How we identify AI opportunities

Where AI creates measurable value in financial services — mapped by business domain, decision point, and outcome.

Starting point

Business outcomes

Every capability is framed around what changes in the business, not the model.

Design principle

Production‑first

Built to survive the transition from pilot to production in regulated environments.

Where to focus

Decision points

AI is applied at the moment a decision is made — where risk, revenue, and compliance intersect.

How to measure

Quantified value

Opportunities are sized by their potential impact before any technology commitment is made.

retail banking

Retail Banking

Retail banking decisions happen millions of times a day. The AI capabilities here are built for that scale — operating inside the transaction, not alongside it.

AI Opportunities

Tax & Revenue Administration

AI can help tax administrations protect revenue earlier — improving the decisions that determine who should be registered, which returns warrant intervention, whether a refund should be released, and where scarce officer capacity should be focused.

30 Sep 2026 tax revenue integrity

Business Domain

Payments

Payments are built on a continuous sequence of decisions. AI creates an opportunity to bring additional context to each one — increasing successful transactions, reducing losses, and lowering the operational cost of exceptions.

1 Nov 2024 payments fraud

Business Domain

Customer Acquisition & Onboarding

Customer acquisition and onboarding bring together growth, eligibility, identity, compliance and risk decisions. AI creates an opportunity to improve who banks target, reduce onboarding friction, and make better decisions about the customers and relationships they acquire.

1 Nov 2024 customer acquisition onboarding

Business Domain

Accounts & Deposits

Accounts and deposits contain decisions that shape how customers manage money throughout the account lifecycle. AI creates an opportunity to anticipate financial needs, identify unusual activity, and improve the actions banks take as customer circumstances change.

1 Nov 2024 accounts deposits

Business Domain

Lending & Credit

Lending and credit depend on decisions about who to lend to, on what terms, at what price, and how to respond as borrower circumstances change. AI creates an opportunity to improve credit decisions, anticipate repayment behavior, and tailor actions throughout the lending lifecycle.

1 Nov 2024 lending credit

Business Domain

Mortgages

Mortgages bring together acquisition, affordability, underwriting, collateral, servicing and long-term customer decisions. AI creates an opportunity to improve decisions across the mortgage lifecycle, from identifying viable prospects through to refinancing, modification and financial distress.

1 Nov 2024 mortgages lending

Business Domain

Customer Engagement

Customer engagement is shaped by decisions about how to respond, when to intervene, what to recommend, and how to support customers as their needs change. AI creates an opportunity to make interactions more relevant, anticipate customer needs, and improve the quality and consistency of service.

1 Nov 2024 customer engagement retention

Business Domain

Fraud & Financial Crime

Fraud and financial crime require banks to detect suspicious activity, assess risk, investigate cases, and intervene when action can still change the outcome. AI creates an opportunity to identify emerging threats earlier, improve real-time fraud decisions, and focus investigative capacity where it matters most.

1 Nov 2024 fraud financial crime

insurance

Healthcare Provider

Insurance decisions sit at the intersection of risk, regulation, and customer trust. These capabilities are built to operate in that environment — explainable, auditable, and calibrated for the realities of the claims and underwriting workflow.

Business Domain

Member Acquisition & Enrolment

Member acquisition and enrolment bring together growth, eligibility, plan selection, risk and onboarding decisions. AI creates an opportunity to improve conversion, reduce enrolment friction, and connect new members to the right coverage and support from the start.

1 Nov 2024 member acquisition enrolment

Business Domain

Claims Processing & Adjudication

Claims processing and adjudication depend on decisions about eligibility, coverage, coding, liability and payment accuracy. AI creates an opportunity to reduce manual handling, prevent incorrect payments, and improve the speed and consistency of claims outcomes.

1 Nov 2024 claims adjudication

Business Domain

Utilisation Management

Utilisation management balances clinical appropriateness, member access and cost across decisions made before, during and after care. AI creates an opportunity to focus review where it matters, reduce unnecessary friction, and identify more appropriate care pathways.

1 Nov 2024 utilisation management prior authorization

Business Domain

Care Management & Population Health

Care management and population health depend on identifying who needs support, when to intervene, and which action is most likely to improve an outcome. AI creates an opportunity to recognize risk earlier, prioritize scarce care resources, and make outreach more targeted and effective.

1 Nov 2024 care management population health

Business Domain

Provider Network Management

Provider network management depends on decisions about who enters the network, where capacity is needed, how providers perform, and how payment and value-based relationships should be managed. AI creates an opportunity to improve network quality, access, cost and performance.

1 Nov 2024 provider network credentialing

Business Domain

Member Engagement & Retention

Member engagement and retention are shaped by decisions about when to intervene, what guidance to provide, and how to resolve member needs. AI creates an opportunity to make interactions more relevant, improve benefit navigation, and identify retention risks before the relationship is lost.

1 Nov 2024 member engagement retention

Business Domain

Fraud, Waste & Abuse

Fraud, waste and abuse span claims, providers, members, pharmacy and payment activity. AI creates an opportunity to identify suspicious patterns earlier, prevent inappropriate payments, and direct investigative capacity toward cases with the greatest potential impact.

1 Nov 2024 fraud waste

Business Domain

Risk Adjustment & Actuarial

Risk adjustment and actuarial decisions translate clinical, utilisation and population information into estimates of risk, cost and financial exposure. AI creates an opportunity to improve coding accuracy, prospective risk stratification, pricing, reserves and population-level planning.

1 Nov 2024 risk adjustment actuarial

payments networks

Payments Networks

Payments networks operate at a scale where milliseconds and basis points both matter. These capabilities are built for that operating environment.

Business Domain

Network-Level Fraud Scoring

AI fraud scoring built for the throughput and latency constraints of a payment network — detecting account takeover, CNP fraud, and coordinated fraud rings across all connected institutions.

10 Nov 2024 fraud payments

Business Domain

Acquirer Risk Intelligence

Detect merchant fraud, bust-out schemes, and acquirer-level risk concentration before chargebacks arrive. Continuous AI monitoring of merchant behaviour across the portfolio.

20 Oct 2024 acquirer risk