ADOPTION OVERVIEW
The AI Technology Adoption Heat Map in Banking and Investment Services 2019-2020
ADOPTION
OVERVIEW
01
CUSTOMER-
FACING TASKS
02
TOP BUSINESS
DRIVERS
03
ADOPTION BY
FUNCTIONAL AREA
04
AN AI-FIRST
FUTURE
05
Intelligent applications (IAs) — apps that improve consumers' financial health via predictive suggestions or identify
lending fraud, for instance — were the winners in terms of growth, sprouting from 1% to almost 9% between the
two observed time frames.
Although some key technologies in the chart are cooling (like ML), the cluster of ML, NLP and chatbots still
represents the broadest use and commands close to 50% of the market, as measured in number of projects.
n = 279; total number of occurences
Sources: Gartner
Deep
Neural
Networks
(DnA)
Machine
Learning
(ML)
Virtual
Assistant
(VA)
Natural Language
Processing (NLP)
Chatbot
Robot
Process
Automation
(RPA)
Smart
Robots
Computer Vision
System
Speech
Recognition
Intelligent
Application (IAs)
Color Shows 2019-2020
Range of Change Compared
With 2017-2018 in the
Percent of Occurences
Square Size Shows
Number of Occurences
in Deals (n)
n = 10
Very Hot
Hot
Stable
Cool
