Banks are embracing AI for several different purposes. Some are using it for fraud detection, loan origination and handling basic customer interactions. While big banks have a great deal of resources for AI, community banks can also take advantage of AI tools; however, there's a danger here that banks will over-rely on AI, or not give bankers the ability to override AI decisions and in turn lose that personal touch.

Mack Turner, marketing and insights analyst at Mack Turner Marketing Consulting and Insights LLC joined Bradley Cooper to discuss how banks are using and how they should be using AI in today's episode of the Bank Customer Experience podcast.

For larger banks, Turner said that "banks increasingly use AI to forecast customer behavior in the credit decisioning and predictive modeling space. Large banks use AI to scale what humans can do, especially where data is voluminous and patterns subtle."

On the community banking side, he discussed how can use AI for fraud or check detection, as well as screening small business lending.

On the banker side, this has led to bankers increasingly moving away from routine transactions to high emotion, stressful conversations with customers such as fraud events or mortgages. Turner said that due to this shift banks need to make sure employees are well supported to avoid burnout.

Other topics discussed during the podcast included:

• The importance of empathy for the customer and the employee.
• Enabling employees to override AI decisions.
• Using AI to support rather than replace humans.

Listen to the podcast in its entirety above.

It's not easy installing and maintaining an ATM or ITM. It takes a large team to handle the installation, software configuration, security and many other factors. As a result, many financial institutions are outsourcing these tasks to other vendors who provide professional ATM services.

In today's episode of the Bank Customer Experience podcast, Jeshua Buchanan, director of fintech solutions at Cook Solutions Group and Wade Fieber, director of strategic verticals at Cook Solutions Group joined Bradley Cooper, editor of ATM Marketplace, to discuss what professional services entail for banks.

During the podcast, Fieber and Buchanan discussed how professional services can help with both initial and ongoing ATM services including:

• ITM deployment.
• Server migrations.
• Check-imaging solutions.
• Testing software and products.

Fieber and Buchanan also spoke on how Cook Solutions Group provides ongoing marketing support for ATMs through its Professional Services Team, such as crafting digital signage content to be used on the machines.

Check out the full conversation above.

ATM crimes aren't slowing down in intensity. If anything, they are increasing, and banks need to be able to contact law enforcement quickly and have them arrive on the scene fast enough to stop the crime.

However, traditional security systems can cause big problems for ATM and branch security, especially due to false positives.

In some jurisdictions, police departments are requiring video verification to prevent false positives, such as a faulty sensor triggering, an animal or some other issue.

In this episode of the Bank Customer Experience Podcast, Joey Parrillo, director of security solutions at Cook Solutions Group, and Michael Strange, director of technology services at Cook Solutions Group, discuss key benefits of video verification.

Strange pointed out in the podcast, which was moderated by Bradley Cooper, that false positives don't just waste time, they can also waste money.

He said many police departments will hit banks with a $500 fine for the first false positive, with increasing fines for each subsequent infraction such as $750 to $1,000. In addition, these departments will be far less likely to respond to alarms at banks that regularly have false positives.

He also said that many times these false positives are simply caused by employees who unknowingly trip the system. In addition, for smaller community banks or credit unions, they may not have a dedicated team to handle security events, which can cause delayed reactions.

During the podcast, Strange and Parillo share several ways video verification can solve the problem including:

• Having a dedicated team to analyze security footage 24/7.
• Saving money by preventing false positives.
• Using AI to identify common issues such as animals or faulty sensors.
• How CSG's PikoVERIFY solution works.

You can listen to the podcast in its entirety above.