Multinational financial services and banking institution US Bank has partnered with Amazon Web Services (AWS) to modernise a variety of its online systems and offer new AI capabilities.
Under the agreement, US Bank will migrate hundreds of vital banking applications to AWS as part of its progressive cloud transformation strategy, which it described as one of the largest and most comprehensive banking modernisation initiatives in financial services history.
The migration will happen over a number of years and modernise critical systems including payment processing systems, wealth management platforms, and commercial banking applications.
AWS will also provide US Bank with customer service-focused generative AI capabilities powered by its Amazon Bedrock and Nova Sonic offerings, built on its omnichannel Connect Customer service. Bedrock allows clients to build generative AI applications and agents tailored to their specific needs, while Nova Sonic is a model that offers speech recognition and generation, available through Bedrock.
These tools will give customers of the bank the choice between human and generative AI powered customer service solutions across voice, chat, and SMS channels, AWS said.
“Delighting our customers is our most important objective, and to do that we needed to integrate our hundreds of contact centres, thousands of toll-free lines, and flexibly manage a large volume of calls,” said Andy Bingenheimer, chief information officer for corporate functions at U.S. Bancorp, US Bank’s parent company. “AWS gives us the modern, unified platform to do exactly that, and building on that foundation to deliver AI-driven, agentic self-service that make banking even more seamless and intuitive for our customers.”
The bank is also exploring the use of generative AI in a number of other areas including fraud detection, compliance automation, developer productivity, and customer experience enhancement in partnership with AWS, according to the release.
