Bank of Ireland speeds up AI rollout for fraud detection and customer insights
Bank of Ireland is expanding AI use, adding it to fraud-prevention tools and a new benefits-finder that suggests tax credits.
Prag Sharma, the bank’s chief AI officer, announced an accelerated AI integration across Bank of Ireland’s services, emphasizing a safe, organization-wide rollout. AI-driven scam detection is currently evaluating about 2.9 million customer transactions, while a generative-AI “benefits finder” launched in April has been used 31,000 times to uncover €55 million in possible tax credits. Nearly 7,000 employees have finished training on tools such as Microsoft Copilot, which the bank says can save up to half an hour per workday.
The AI upgrades have also cut call transfers by more than 40 percent and sped up chargeback resolutions, with over four-fifths closed within three days. In total, the bank delivered 127 million AI-generated spending insights to customers last year.
Why it matters
The rollout shows how a major bank is using AI to curb fraud, lower costs and give customers personalized financial advice.
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