Almost three in four think it’s important for banks and utility companies to train employees in AI

Group of bank of ireland data skills graduates gathered around a laptop in a modern office setting
  • c20% of Bank of Ireland colleagues have already engaged with AI and/or data fluency skills development
  • Bank of Ireland commits to continuously upskilling colleagues to deliver AI-powered banking services

19 March 2026: New research conducted by Red C and commissioned by Bank of Ireland has found that nearly three quarters (72%) of people believe it is important for banks and utility companies to train their employees in Artificial Intelligence – a clear signal that the public sees workforce development as central to realising the benefits of new technology.

When asked where they felt AI would be most useful, customers pointed to fraud detection and prevention and faster resolution of customer queries as their top priorities. 60% of people believe that AI could help companies, such as banks, retailers and utility companies to detect and prevent fraud. Almost half of those surveyed believe AI will speed up service delivery from organisations like banks and utility companies.

Creating value and increasing efficiency through AI is a key element of Bank of Ireland’s strategy, with tangible results from its deployments to date. In 2025 AI helped prevent €9.7 million in fraud from c.1 billion card transactions assessed using AI and machine learning models, and delivered 127 million AI-powered spending insights to Bank of Ireland customers. AI‑powered support in our contact centres now gets customers to the right help faster resolving queries more quickly and smoothly – reducing call transfers by 40%.

Preparing Colleagues for tomorrow

Bank of Ireland provides career development in AI and Data-fluency designed to prepare its workforce for an AI-enabled future as the research highlights how customers expect artificial intelligence to transform services they rely on.

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 Bank of Ireland’s workforce are engaging with or have completed AI or Data Fluency development. Over 1,100 colleagues have completed Data Fluency and Literacy development and in partnership with UCD have equipped over 100 of them to move to an advanced data analyst level, equipping them with the skills needed to work confidently in an increasingly data-driven environment. A further 1,200-plus colleagues are continuing to engage the Bank’s AI Academy, an initiative designed to deepen understanding of AI and its practical applications in financial services.

Billy O’Connell, Chief Strategy Officer, Bank of Ireland: “Our research shows customers expect AI to deliver faster, more seamless service while strengthening fraud protection. We are already seeing benefits for our customers in areas including fraud prevention and in our customer contact centre, where AI tools are helping our colleagues analyse calls and find solutions more quickly.

“Delivering on customer expectations starts with upskilling our people. By investing now in the skills of our colleagues, we are building a bank that is ready for the future. There has been significant interest in this training from our colleagues to date, and we are building on this, with further opportunities to develop data and AI fluency throughout the year”.

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.

The investment in AI training reflects a broader commitment to responsible innovation ensuring that as the Bank adopts new technologies, colleagues are empowered to use them in ways that genuinely benefit customers and accelerate the data maturity and culture of the enterprise.

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Notes to Editors

Research was conducted by Red C, 1302 All IOI adults 18+, (ROI=1,006 & NI=302)

29th January – 3rd February 2026