Artificial Intelligence
Supporting our colleagues, customers and society
We are embracing AI. Our focus is on creating tangible value, and setting out an ambition that truly captures the positive and profoundly disruptive benefits of AI.
We see emerging tangible value from our deployments to date. Contact centre call transfers have reduced by more than 40% as AI connects customers with the help they need, better and faster. AI is also protecting our customers, assessing over a billion card transactions last year to help prevent fraud. And we are targeting increased efficiency, reinventing our approach to KYC and customer onboarding. These are just some examples.
We see real potential for AI to fundamentally improve a range of areas. These include customer sales and servicing, middle and back-office functions, and change and technology delivery.
€9.7m
In fraud prevented from c.1bn card transactions assessed using AI and machine learning models in 2025
c. 20%
Of our workforce have already completed AI or data fluency training
127 million
AI-powered spending insights delivered to customers in 2025 providing smarter insights and more control enhancing customers’ financial wellbeing.
Our AI Academy
The power of AI lies not just in the technology, but in how people use it. We’re upskilling people right across the bank to give our colleagues the skills and confidence to use AI responsibly and effectively in their role. We have seen a real appetite from our colleagues to learn more. To date, over 1,200 colleagues are engaging with our AI Academy, an initiative designed to deepen understanding of AI and its practical applications in financial services.
Skills development and learning programmes for our colleagues
Recognising the growing importance of AI and data literacy across all areas of the business, the learning programmes are designed to build capability at every level of the organisation. c20% of our workforce are engaging with or have completed AI or data fluency development. Over 1,100 colleagues have completed data fluency and literacy development. In partnership with UCD, we have equipped over 100 of them to move to an advanced data analyst level, providing them with the skills needed to work confidently in an increasingly data-driven environment.
An additional cohort of colleagues have been selected to participate in the prestigious Cambridge Spark AI programme, a specialist course that will develop advanced AI skills among those who will play a leading role in shaping the bank’s approach to the technology. Further all colleague immersion in AI skill development is planned for this year.
