JPMorgan Chase is aggressively scaling its AI tools across multiple business lines, with leaders sharing how the technology is transforming workflows and delivering measurable results during the bank’s 2025 Investor Day. The bank’s technology spending has reached $18 billion, with a focus on AI, machine learning, and cloud innovation.
Consumer Banking Transformation
In consumer and community banking, AI is being used to enhance call center operations, allowing agents to service customers more efficiently by anticipating their needs and quickly responding to inquiries. CEO Marianne Lake reported that the bank has reduced servicing costs by nearly 30% through a combination of AI implementation, process automation, and organizational efficiency improvements. The technology has also played a significant role in reducing fraud, even as cyberattacks become more sophisticated.
The bank is now exploring ways to personalize customer experiences through mobile app customization, which has already led to a 25% increase in engagement rates. Lake predicts a 10% reduction in operations headcount with continued AI implementation.
Wealth Management Revolution
In asset and wealth management, AI is not just a tool but is reimagining workflows and changing capacity for both front-line and back-office staff, according to CEO Mary Callahan Erdoes. The firm’s Smart Monitor tool has reduced research time by 83% for portfolio managers and analysts by aggregating data from earnings calls, market movements, and financial filings to generate tailored alerts and analysis.
The Connect Coach program, rolled out to 7,600 wealth management advisors, provides real-time suggestions and recommendations, resulting in advisory productivity increasing 3.4 times. Erdoes reported that the tool automatically surfaces relevant client information, fund fact sheets, and talking points during client interactions.
Investment Banking Efficiency
In the commercial and investment bank, AI is being deployed across various workflows, from client onboarding to portfolio optimization. Co-CEO Doug Petno reported that costs to verify clients have decreased by 40% through AI implementation. The bank now has over 175 AI use cases in production, focusing on predictive analytics and operational efficiency.
Payments Business Optimization
In the payments business, AI and machine learning models have reduced transaction friction, contributing to a over 50% increase in transaction volume. Co-head Umar Farooq noted that AI has minimized transactions requiring human intervention, such as those caused by account number mismatches or failed fraud detection checks.
As JPMorgan continues to expand its AI capabilities, CFO Jeremy Barnum emphasized that while the bank was an early mover in AI adoption, it is still in the early stages of its AI journey. The bank has approximately 100 generative AI tools in development and has rolled out its proprietary AI platform to over 200,000 employees.
