AI Use Cases Across the Bank

Boundaries, guidance, and judgment for 47 use cases across 22 departments

How to read this inventory

Every use case in this inventory answers three questions before it goes into production:

Boundaries: What can the AI touch?
Guidance: What tells the AI how to do the work?
Judgment: Who decides?

The output is a draft, a lead, or a recommendation. It is never the record, and it is never the decision.

Each use case is assigned to the department that owns the Judgment, so every use case has exactly one home. A check in the Common Today column means the use case is already widely found in banking, often through machine learning built into vendor products. An empty box means the use case is emerging and found mostly at early adopters. Adoption varies widely by bank size.

47 use cases across 22 departments. 19 common today, 28 emerging.

Customer-Facing Lines of Business

Retail and Branch Banking

Use case	Boundaries	Guidance	Judgment	Common today
Verifies ID documents and runs a liveness check at account opening	ID images, application	CIP procedures	New-accounts staff resolve mismatches	Yes
Prepares the banker for a customer visit with a relationship summary and product fit	Customer profile and accounts	Sales practices policy, product eligibility	The banker decides what to recommend

Consumer Lending and Mortgage

Use case	Boundaries	Guidance	Judgment	Common today
Classifies loan documents and extracts their data (pay stubs, W-2s, statements)	Application documents	Underwriting guidelines	The underwriter	Yes
Checks the file for missing conditions before closing	Loan file	Closing checklist, TRID timing	The processor or closer

Commercial Lending

Use case	Boundaries	Guidance	Judgment	Common today
Spreads tax returns and financial statements	Borrower documents	Spreading standards	The credit analyst	Yes
Drafts the credit memo	Spreads, loan request	Credit policy	The credit officer approves
Reads the borrower’s periodic financials and tests covenants	Borrower financials	Loan agreement covenants	The relationship manager decides on any waiver

Treasury Management Services

Use case	Boundaries	Guidance	Judgment	Common today
Recommends cash management services based on a business’s account activity	Business account activity	Product guide, pricing	The treasury officer

Wealth and Trust

Use case	Boundaries	Guidance	Judgment	Common today
Drafts client review summaries and portfolio commentary	Client portfolio data	Investment policy statement	The advisor or trust officer
Summarizes the trust instrument for a distribution request	Trust documents	Fiduciary policy	The trust officer decides the distribution

Marketing

Use case	Boundaries	Guidance	Judgment	Common today
Identifies customers likely to need a product	Customer data, after privacy opt-outs	Fair lending, privacy rules	Marketing selects the audience	Yes
Drafts campaign copy	Approved product terms and rates	Advertising rules, brand standards	Marketing approves after compliance review	Yes

Operations and Service

Contact Center

Use case	Boundaries	Guidance	Judgment	Common today
Answers routine questions through chat or a voice assistant	Knowledge base, that customer’s account	Scripts, disclosures, escalation rules	A rep handles every escalation	Yes
Suggests answers to the rep during the call	Knowledge base, that customer’s account	Approved scripts	The rep decides what to say	Yes
Summarizes the call and flags possible complaints	Call transcript	Complaint definition	The rep confirms the flag	Yes

Deposit Operations

Use case	Boundaries	Guidance	Judgment	Common today
Builds the Reg E dispute case file	Transaction history, the claim	Reg E timelines, dispute procedure	An ops specialist decides the claim
Reads garnishments, levies, and subpoenas and identifies the affected accounts	The legal order, account records	Legal order procedures, state exemptions	An ops specialist

Loan Operations and Servicing

Use case	Boundaries	Guidance	Judgment	Common today
Extracts data from closed loan documents to board the loan into the system	Closed loan documents	Data standards	Loan ops reviews any exceptions	Yes

Collections

Use case	Boundaries	Guidance	Judgment	Common today
Prioritizes the collection queue	Delinquency and payment data	Collection policy	The collections manager	Yes
Drafts hardship options for each borrower	Borrower’s loan and payment history	Modification policy	The collector works out the plan with the borrower

Fraud

Use case	Boundaries	Guidance	Judgment	Common today
Scores card transactions in real time	Card transactions	Fraud rules, card network standards	Analysts work the queue	Yes
Flags check images and deposits that don’t fit the customer’s pattern	Item images, account history	Hold policy	The analyst places or releases the hold	Yes
Detects possible scams and elder financial exploitation in wires and P2P payments	Payment and account data	Scam typologies, elder abuse procedures	The analyst contacts the customer

Risk, Compliance, and Audit

BSA/AML

Use case	Boundaries	Guidance	Judgment	Common today
Scores monitoring alerts to reduce false positives	Alerts, customer risk data	BSA program, model validation	The investigator	Yes
Drafts the investigation narrative	Case file	Red flags, narrative standards	The BSA officer decides whether to file

Compliance Management

Use case	Boundaries	Guidance	Judgment	Common today
Reads new rules and maps them to the policies they affect	Published rules, the bank’s policy library	Compliance management program	The compliance officer
Finds patterns across complaints	Complaint log	UDAAP and fair lending risk criteria	The compliance officer

Credit Risk and Loan Review

Use case	Boundaries	Guidance	Judgment	Common today
Reviews files against the risk rating criteria and flags possible downgrades	Loan files, financials	Risk rating policy	The loan review officer
Watches deposit and payment behavior for early signs of borrower stress	Account data	Watch list criteria	The credit officer

Enterprise and Third-Party Risk

Use case	Boundaries	Guidance	Judgment	Common today
Reviews vendor SOC reports and due diligence packages	Vendor documents	Third-party risk program	The vendor manager
Drafts risk assessments from the control inventory	Control and incident data	Risk assessment methodology	The risk officer

Legal

Use case	Boundaries	Guidance	Judgment	Common today
Compares contracts against the bank’s standard terms and flags deviations	The contract	Contract playbook	Counsel

Internal Audit

Use case	Boundaries	Guidance	Judgment	Common today
Tests the full population instead of a sample	In-scope files	Audit program	The auditor reaches the conclusion
Drafts workpapers and finding write-ups	Test results	Audit standards	The audit manager

Leadership and Corporate Support

Board and Executives

Use case	Boundaries	Guidance	Judgment	Common today
Summarizes the board packet	Board materials	Strategic plan, risk appetite	The directors
Compares the bank with its peers using public call report data	Public call reports	Strategic plan	Executives

Finance and Accounting

Use case	Boundaries	Guidance	Judgment	Common today
Matches invoices and automates accounts payable	Invoices, purchase orders	Expense policy	AP approves the exceptions	Yes
Drafts the month-end variance commentary	General ledger	Reporting templates	The CFO signs off

Treasury and ALM

Use case	Boundaries	Guidance	Judgment	Common today
Explains interest rate risk model results for ALCO	ALM model output	ALM policy	ALCO
Forecasts deposit balances and liquidity	Deposit history	Liquidity policy	The treasurer

Human Resources

Use case	Boundaries	Guidance	Judgment	Common today
Drafts job descriptions	Role requirements	Compensation bands, EEO requirements	The hiring manager	Yes
Answers employee policy and benefits questions	Handbook, benefits documents	HR policy	HR handles exceptions	Yes
Builds training content	Policies and procedures	Training program	The training owner

IT and Information Security

Use case	Boundaries	Guidance	Judgment	Common today
Triages security alerts	Logs, endpoint data	Security policy, incident response plan	The security analyst	Yes
Resolves routine help desk tickets	Ticket system, knowledge base	IT service procedures	IT staff handle any escalation	Yes
Writes and reviews code and scripts	Code repositories	Secure development standards	The developer approves the change	Yes
Flags access that doesn’t fit a person’s role	Entitlement data	Access management policy	The employee’s manager certifies the access