Advisers assisted by robots, improved HRD thanks to software ... a study lists the changes underway in the banking sector.

Will the HR departments of the banks soon become "HRMD", "Human Resources and Machinery Departments"? The idea, a bit scary, is among the recommendations of a report from the firm Athling, "Artificial intelligence in the bank: employment and skills," which will be released on December 7. This study, commissioned and managed by the Observatory of the Bank's trades, the statistical and prospective collection body of the banking branch, sought to evaluate the consequences that artificial intelligence (AI) could have on the sector.

While trade union organizations warn of the growing concern of employees about the irruption of these cognitive technologies, the authors of the study "aware of tensions", deliberately chose not to quantify the volume of jobs that could be deleted. This assessment is considered as "too dependent on the strategies of the institutions and exogenous factors (regulation, economic activity ...)", warns the report, of which Le Monde obtained a copy.

But, once these precautions are taken, the document does not hide the upheaval ahead for the sector. In the first place, because banks are among the first companies to have computerized their operations and thus have data from millions of customers "with considerable historical depths", an indispensable material for artificial intelligence.

Messy initiatives

Athling has identified a "plethora of IA projects in the banking sector". He notes that at this stage, only 15% of the experiments concern customer advisers. Tests of chatbots or robots in contact with customers exist "but they remain very limited, because of performances deemed unsatisfactory".

Source: Le Monde économie, December 2nd, 2017 by Véronique Chocron