AI may cut banks’ cost-to-serve by 20-30%: BCG

Artificial intelligence could help banks reduce their cost-to-serve by 20-30% as lenders increasingly deploy the technology across underwriting, collections and customer servicing, Tirtha Chatterjee, partner, Boston Consulting Group (BCG), said in an interaction.

“Cost-to-serve, we have estimated, it can come down by 20-30%,” Chatterjee said. The estimate factors in the use of AI across areas such as underwriting, personal discussions with borrowers and collections, he said. The findings are part of BCG’s latest report – Balance: Thriving in the Age of AI – which examines how financial institutions can balance growth and innovation with safety and governance as they adopt AI.