Citizens Financial initiated AI agents for back office workflows, launched enterprise AI-chat agent, and runs multiple AI pilots.
“15 Reimagine the Bank progressing well ■ Expect minimal EPS impact in 2026 as start-up costs offset in-year benefits – ~$100 million pre-tax run-rate benefit by year-end 2026 ■ ~$200+ million pre-tax run-rate benefit by year-end 2027 ■ ~$450+ million pre-tax run-rate benefit by year-end 2028 Tracking well with original financial targets provided January 2026 Consumer Commercial Technology – AI pilot underway to enhance client prospecting, deal research, and pitch creation – Initiated re-architecture of back office with AI agents orchestrating E2E workflows to reduce manual tasks – Launched AI Case Classification for client inquiries, building a foundation for faster routing and case handling and improved analysis – AI solutions introduced to our Credit Card contact centers to help resolve client queries more efficiently – AI pilot underway to automatically log complaints and help improve root-cause analysis and colleague capacity – New digital tools rolled out to reduce friction for our customers joining the bank – Expect to improve engineering productivity by 10x based on early pilot; now deploying new software tools across engineering teams through 2026 – Progressing with rationalization and modernization of technology stack Corporate – Supplier negotiations continuing on plan; further agreements expected through 2H26 – Launched our first enterprise-wide AI-chat agent; initial focus to deliver HR content to colleagues with expanded use cases over time – Advanced property st”