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UNLOCKING YOUR ATM “BIG DATA”

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Unlocking Your ATM BIG DATA

Understanding the power of real-time transaction analytics

A Whitepaper by Stacy Gorkoff, VP, Strategic Marketing – INETCO®

SUMMARY

Unlocking Your ATM BIG DATA

Unlocking Your ATM BIG DATA

Banks and credit unions are heavily investing in technology initiatives such as mobile infrastructure and more sophisticated, interactive ATMs. These new technologies allow customers to initiate a broader range of cross-channel and self-service transactions that were typically handled by costly branch tellers and customer service representatives, such as applying for mortgages, inquiring about account balances or depositing checks. Expanding services and the growing number of customers choosing self-service channel options are resulting in an explosion of ATM “Big Data”. This mass amount of data is making it hard for banks and credit unions to keep service management risk in check with support costs.

This whitepaper discusses how real-time transaction monitoring and analytics software will help banks and credit unions gain easy access to complete ATM network traffic, quickly process huge amounts of transaction intelligence, and create timely, actionable statistics across a broad range of use cases, including:

  •  Customer service management – Reduce failed customer interactions by 25%
  • Support and systems management – Isolate ATM service issues 65-75% faster
  • Business and cash management – Improve ATM network profitability and cash flow handling

With real-time transaction monitoring and analytics, ATM channel managers, operations support and marketing teams will be able to utilize a centralized deposit of rich transaction information to analyze service delivery trends and produce customized performance analytics that can lead to improved customer satisfaction, lowered support costs and increased ATM profitability.

ATM BIG DATA – A PROBLEM OR AN OPPORTUNITY?

 An ATM network is a rich data environment. It plays host to an “always on” data source –your transactions. There is a massive amount of value in the real-time transaction data that flows through your ATM network.

Each transaction that travels across your ATM network contains information on what the customer is experiencing, how networks and applications are performing and what the business value of each transaction is from a revenue or service perspective.  Meta data reveals details such as the ATM terminal ID, geographic location and transaction status. Application message data contains valuable information such as the transaction type and transaction amount. Network level protocol information enables you to review the response and request times for each “hop” on the transaction’s network path. Switch response codes indicate what type of error may be affecting the completion of a transaction.  And the list of valuable data contained in each individual transaction goes on.

ATM channel managers, operations support and marketing teams all know transaction data holds great value when it comes to improving customer experience, speeding up problem isolation and analyzing profitability based upon card types, ATM locations and value added services. But the cost of retrieving and analyzing this data should not exceed the benefits.

MINING ATM “BIG DATA ANALYTICS IS NOT EASY

While existing ATM management solutions produce statistics based on device performance, withdrawal and deposit transactions from the ATM, many do not capture statistical information on ancillary service transactions, zero revenue transactions or cross-channel initiatives. These include transactions such as mobile e-receipts, interactive teller exchanges, bill payments, balance inquiries, account to account transfers, marketing fulfillment campaigns and value added services such as mobile top-up, prepaid gift cards or transit ticketing.

There are a variety of ways to acquire ATM transaction data, including switch logs, journals, core banking system databases, 3rd party data feeds, your network and agents. Each has advantages and disadvantages.

Growing volumes and diversity of ATM transactions is translating into massive data sets that present new challenges when it comes to security, operational support and business analytics. In a world where services are becoming more decentralized, banks and credit unions often face storage wars, capacity issues and forwarding issues as they attempt to mine an overwhelming amount of data. It often takes many manual labor hours for this information to be gathered and pieced together across multiple tools and department silos. Tracing end-to-end transactions that span complex, virtual and Cloud-based infrastructures is also challenging due to limited visibility.

The resulting incomplete transaction intelligence makes it tough to control management risk. This is why forward- thinking banks and credit unions are now investing in real-time transaction monitoring and analytics software to complement existing ATM management solutions.

SOURCE                   ADVANTAGES                       DISADVANTAGES
 

 

Switch logs

 

Contain transaction and timing data for every transaction the switch processes

Lack visibility into the growing number of

transactions the switch doesn’t process (value added services, RDC, incomplete transactions). Imposes overhead on switching infrastructure

ATM journals Contain a record of every transaction ATM attempts Disparate formats, only available on demand (or once a day), no timing information
Core banking databases  

Definitive record of all consumer transactions

Highly summarized data, may lack ATM details, no timing information, failures and incompletes are missing
3rd Party data feeds Typically well-formatted for easy analysis. Includes financial breakdowns of fee income. Can be expensive. Only delivered periodically (e.g. daily or monthly). Little flexibility in requesting additional information
Your network Definitive source of every Lots of data, diverse formats
 

ATM agents

Can provide access to transaction data when you don’t own the network or the switch. Need to distribute, install, and update agent periodically

 

EXTRACTING FULL VALUE OUT OF ATM TRANSACTION DATA

The desire for banks and credit unions to tap into more timely, “actionable” data is driving demand for more flexibility and insight into how defined ATM terminal groups, authorization hosts, ancillary service offerings and card types are performing.

Real-time transaction monitoring and analytics software offers a cost-effective way to access a centralized deposit of rich transaction intelligence. The software either displays transaction data within its user interface, or streams it to a management platform of choice, such as NCR’s APTRA Vision, Gasper, NCR OptiCash, Splunk, HP Operations Manager or IBM Tivoli. This helps financial institutions analyze transactional data directly from their networks and correlate it with other ATM-generated data to harvest deeper insights across the entire ATM network.

Transaction analytics captured by a real-time transaction monitoring and analytics solution can be collected over a set period of time (e.g. one hour). This data can be used to create more profitable ATMs, quickly isolate issues affecting customer interactions and uncover opportunities for cross-selling and customized marketing campaigns. By having the ability to aggregate real-time transactional data by ATM, service type or card base, banks and credit unions can also establish proprietary insights into consumer or card trends, and offer these reports to their clients.

Transaction interval statistics commonly tracked today are based on:

  • Transaction  status – The total number of approved, declined, failed, reversals, force posts and abandoned transactions by ATM terminal ID, service application, card base or switch host
  • Cash totals by transaction  type – Cash positions for withdrawals, deposits, account transfers, failures, approvals, declines, force posts, reversals on any ATM 
  • Key code function – A breakdown of customer transactions by function such as withdrawals, deposits, inquiries, bill payments, transfers and other value added services
  • Data events – Includes transaction events such as ATM card capture and PIN failures
  • Card BIN related information – Information on competitor cards using your ATMs, “on us” versus “off us” transaction comparisons or ancillary service tracking
  • Network information – A breakdown of slow transactions due to TCP/IP issues such as third party or telecom connection time outs, latency of transient connections or application response time issues
  • ATM device statistics – Information on transaction errors occurring at the ATM such as cassette usage, bill dispenser or printer issues
  • Response code errors – Total number of transactions by switch response code error

ENHANCING KEY PERFORMANCE INDICATORS (KPI’S) WITH TRANSACTION ANALYTICS

The right transaction monitoring and analytics software will help banks and credit unions gain easy access to complete ATM network traffic, quickly process huge amounts of transaction intelligence, and create timely, actionable statistics to feed a broad range of KPI’s, including:

Customer service management – How can I better serve my ATM customers?

  • Customer usage by time and function
  • Number of incidents reported by end customers
  • Number of approved transactions by card type (debit, EFT, credit, prepaid, etc.), service type (withdrawal, deposit, mobile top-up, bill payment, etc.) and ATM terminal ID

 Incident and systems management – How can I reduce ATM support costs?

  • Uptime and availability specific to ATM, switch, third party service connections, card types
  • Direct business cost associated with system downtime (service violation compensation and operational support costs)
  • Payment failure rates by root cause (lost communication errors, host or third party connection time outs, message authentication code (MAC) errors, transaction status errors and decline response code errors)
  • Number of first call resolution rates (lost communications or no fault found service calls)

Business and cash management – How can I make my ATM channel more profitable?

  • Total business cost associated with system downtime (loss of business)
  • Failed customer transactions by value of service revenue lost
  • Total cash withdrawal, deposit, and account to account transfer amounts by ATM terminal (on an hourly basis for more precise information on cash level holdings and cash replenishment planning

TRANSACTION ANALYTICS CASE STUDY

This is an example of a bank in the United Arab Emirates who faced the following problems:

  • ATM profitability reports were becoming difficult and time-intensive to prepare
  • The ATM operations and marketing teams lacked visibility into the customer experience
  • These teams were reliant on an incomplete, fragmented view into ATM device, transaction and cash flow performance to make key decisions

The goal was to help their ATM operations and marketing teams manage targeted campaign performance, enhance the profitability of their ATM channel, and ensure important customer interactions are secure and reliable. By investing in real-time transaction monitoring and analytics software, the bank was able to:

  • Produce 30+ customized analytics to enhance profitability of the ATM channel
  • Isolate ATM service issues 65% faster
  • Reduce failed customer interactions
  • Improve customer segmentation and manage targeted campaign performance
  • Conduct near real-time monitoring of cash levels at the individual ATM level

Rich, actionable transaction data is being forwarded into their existing ATM management solution on an hourly basis for a complete, one-stop view into ATM device, cash management and transaction network performance, including:

  • ATM deposit and withdrawal cash totals, broken down by currency type
  • Number of withdrawals on us, broken down by debit, prepaid and E-Dirham
  • Number of withdrawals by others, broken down by UAE switch, Visa and MDS
  • Number of prepaid card reloads, credit card and utility bill payments, broken down by type
  • Number of account to account transfers, cardless transactions, pin changes, balance inquiries, and statement requests broken down by on us, UAE switch, Visa and MDS

WAS THERE EVER A BETTER TIME TO HARNESS THE POWER OF REAL-TIME TRANSACTIONAL DATA?

Transaction data and analytics offer transformational opportunities for today’s financial institutions. Yet a lot of this data loses its value because analyzing and acting on it in real time can be a challenge. Transaction monitoring and analytics software makes it easy and affordable for banks and credit unions to access a centralized deposit of rich transaction intelligence found on ATM networks and in the Cloud, providing significant opportunity to improve customer experience, reduce support costs and make your ATM channel more profitable. Comprehensively manage your ATM business, and successfully deliver the right message to the right customer at the right time, by harnessing the power of real-time transactional data today.

About INETCO®—Every transaction tells a story™

INETCO® Systems Limited provides real-time transaction monitoring and analytics to IT operations teams that are looking for a faster, non-invasive way to identify application and infrastructure bottlenecks and ensure optimal service and business process delivery within their production environments. INETCO’s  solutions are currently deployed in over 50 different countries. Happy INETCO Insight® partners and customers include a variety of global companies spanning the banking, ATM, retail, healthcare, travel, telecommunications and payment processing markets. www.inetco.com

Banking

The Bank is Where the Heart Is

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The Bank is Where the Heart Is 1

By Nick Barnes, Practice Director, Financial Services & Customer Success at JRNI

When unexpected events occur, people turn to their banks to provide a sense of trust, security, and stability. They need to be available anywhere, anytime, and from any device. As it’s a business based on trust, one-on-one communication is key.

With the world still emerging from the COVID-19 crisis and endeavouring to avert a possible second wave, every country, state, and region has their own unique requirements. Plus, every customer or member has their own demands. Experts and pundits have discussed a new normal, but what’s normal for now involves keeping customers and employees safe while also providing the same sense of stability as before.

For banks, building societies and credit unions, the main concerns include how to maintain personal relationships amidst social distancing; how to be available at any time on any device; and how to provide a sense of calm and security amidst the chaos.

Adapt or fall behind

Customers are quickly learning which of their service providers are adapting best to this new world. Are financial services providers like banks and credit unions adapting, or falling behind?

Finances are a highly personal topic, and often, illogical or emotional. Will I have enough? Will it be available when I need it? It is always a hot topic of conversation, but especially during a pandemic when unemployment rates are rising, and the economic landscape is unsettled. In the past, a customer could walk into the bank, have a reassuring conversation with a representative and move on.

So, how can banks help their customers through tough financial times during the current crisis, when in-person communication is nearly impossible? One solution is to provide helpful, personalized customer service through digital channels.

While in-person assistance will remain important after COVID-19, customers are looking for assistance now.   Banks are turning to remote video and voice appointments to boost customer satisfaction and meet customer expectations.

3 reasons to use remote appointments

1. To comply with social distancing

Our Modern Consumer Banking Report​​​​​​​ last year showed that when consumers visit branches, it’s primarily to talk face-to-face and ask questions/get help.  Research from Bain reinforces this, and emphasizes that “many retail banking customers think it’s easier to purchase through a human channel, or prefer to speak with an employee before buying a product.”

Due to social distancing measures, branches cannot be customers’ primary way of managing their finances during this pandemic. However, this doesn’t mean that customers aren’t interested in personalized attention that can be made available via video and voice.

2. To meet new demand 

Although spending habits may have changed, consumers are still making critical financial decisions during the COVID-19 pandemic.

Individuals: The financial effects of coronavirus are drastically different from one customer to the next. While some are counting down the days to receipt of their unemployment check, others may be taking advantage of low-interest rates to buy a house. Ultimately, banks and credit unions need to address each customer segment with a unique message and way of providing assistance.

Small business banking: Countless small businesses around the world have been forced to close their doors. Whether they’re needing loans, payment deferrals, or advice, small businesses are looking to their bank as a guide, and a comfort.

Investment management: A recession is upon us, and with that comes a new approach to investing. Financial advisors are fielding questions, providing recommendations, and staying up to date on the market. Beyond this, many are building entirely new strategies for their clients.

Regardless of customer type, it’s clear that each subset of customer needs help from their financial institution at this time.

3. To boost customer retention

​​​​​​​​​​​​​​Financial institutions cannot afford to lose customers during the pandemic, so customer retention is crucial.  Great customer service boosts customer loyalty, and research from Bain shows that loyalty is key to retention:

  • Customer loyalty increases revenue, and loyal customers are less likely to switch to a competing bank.
  • Customers who are a bank’s “promoters” recommend the bank to others as much as six times more than “detractors.”
  • A bank’s “promoters” spend one-quarter more than detractors on their primary credit card.

Ultimately, being able to connect with a customer in need using video or voice can give customers peace of mind and boost loyalty. Delivering personalized financial services without interruption is crucial.

Initial results from video banking show that consumers consider the service valuable. Phoenix Synergistics’ survey from December 2019 found that 17% of customers polled had used video chat through a website or app with their financial institution. Of those that had used video chat, 89% found video chat valuable.

Some suggestions for banks using remote video or voice appointments would be to: firstly ensure your solution is secure and doesn’t expose personal information outside of the conversation; secondly create a culture of consultation to alleviate outstanding fears; thirdly leverage appointment setting to allow customers to pre-schedule consultations and enquiries; finally include remote appointments as part of a wider suite of ‘touchless’ offerings.

The dos and don’ts for bank branches

Forty-three percent of banking customers have expressed their desire to change the way they bank due to the pandemic. As with retail and hospitality, several key customer segments have doubts about visiting physical locations and are transacting more remotely.

The challenge for banks is to make services available wherever customers want to bank – be it by phone, online, or in branch – and when it comes to any transaction, the key is to make customers feel cared for, heard, and secure.

With social distancing parameters in place along with other health and safety measures, there’s significant focus on the need to retool the branch experience. Here are a few suggestions as we move into that next stage of business and interaction:

DO: Have a plan.

Nick Barnes

Nick Barnes

Think about how customers will enter and exit each location. Plan for increased space between people in line, how to attend to at-risk customers, properly spaced lobbies, and waiting areas. Consider your employees and what they need in order to stay safe including break rooms with increased space between lounging areas, removal of shared snacks, availability of hand sanitizer and masks.

DO: Make sure you can effectively manage footfall.

Overcrowding will create fear and loss of trust. Make sure you have plenty of directional signage, crowd control measures, and staffing. Solutions including people counters, occupancy managers, and pre-booked appointments​​​​​​​ both allow for the throttling of traffic, and the ability to build in cleaning time.

DO: Hire the right team and staff adequately.

Being courteous and in control will be the most important ingredient to success. Have enough staff, you will need the extra hands to ensure that all staff is properly trained and ready to enforce new protocols.

Some customers will be understandably anxious going into branches, and some will want to feel that everything has returned to normal, so staff may need to be very firm and well-versed in a new operating style.

DO: Offer customers the ability to bank when and how they prefer.

We’re not suggesting that you remain open for 24 hours, but the goal is to make it easy for the customer. Adding the ability to set an appointment with a wealth manager or an advisor online will enable customers to bank from home, and will enable banks to provide the personalized service customers have come to expect.

Leverage online appointment confirmations to remind customers to have key documents available if they need them. Virtual solutions position the bank to serve as an advisor rather than just a financial institution.

DO: Demonstrate your commitment to a safe environment.

Use clear signage to convey the measures in place to ensure customer and employee safety. Make hand sanitizer or wipes available throughout the branch, and in all high-touch areas. Ensure cleaning supplies are visible, around doorways and ​​​​​​​near greeters to provide customers with an added sense of security. And make sure that employees are following every measure required of customers.

DON’T: Lose customer confidence.

If you are not prepared, it will show, and it will be very hard to gain back customer confidence once compromised. Social media will not be your friend. Forrester Research reports that 52% of US online adults prefer to buy from companies that demonstrate how they are protecting customers against the threats of COVID-19.

DON’T: Overcrowd or fill your branch to capacity.

Consumers are being trained to avoid crowds, so failure at the branch to comply could result in losing their business. Most physical locations are operating with fewer staff and accommodating 10 – 25% of the traffic once allowed. Keep in mind that you only have one opportunity to make a first impression on customers, and they’re looking to trust you have their best interests in mind.

DON’T: Understaff.

You will need to expect the unexpected and having more hands-on deck will prove to be beneficial in the long run.  Having the wrong staff, or those that don’t take the time to learn new operating procedures or feel comfortable telling that customer who won’t keep a mask on, may not be the best fit.

DON’T: Make it difficult for customers to do business with you.

Social distancing introduces a number of disruptions to the way you’ve traditionally done business. So limiting options to customers – providing no ability to bank online or via phone, not having a live customer service voice or chat option – is not going to help. In addition to making sure the services are available, it is imperative to communicate all options to customers.

DON’T: Assume someone else will do it.

Bank staff need to show that the branch is being tended to, cleaned between visitors, and before opening each day. It is important that staff jump in to help move customers safely through the branch, ensure their questions are answered and overall, take a proactive approach to service without assuming that a sign or another staff member will take care of it.  Customers will come to the branch, but gaining their confidence is everything. Don’t lose it by not being prepared. It will be very hard to win it back.

With the constant threat new restrictions in response to COVID-19 outbreaks, banks will need to take a long view on how they enable the operational flexibility that will be needed to adapt to fast-changing conditions.  As people prepare to live more risk-averse lives, banks will need to go the extra mile to ensure customers feel less wary about visiting in person whilst also offering a seamless experience for those customers who prefer to remain in the safety of their homes.  Those that manage to do so will emerge from the crisis with a sustainable advantage over their competitors.

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Banking

Will COVID-19 accelerate the transition to banking alternatives 

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Will COVID-19 accelerate the transition to banking alternatives  2

By Gael Itier – CEO & Founder at akt.io

The COVID-19 crisis has led us to witness what will be remembered as a historic migration to digital. While we’ve seen an intense period of experimentation and improvement across financial services in the last five years, we’ve yet to see a truly unprecedented period of innovation to reimagine and rewrite the functionality of capital markets, until now. In less than a few years’ time, the wealth management and trading landscape will become unrecognisable to its current form.

The environment we currently operate in has influenced new consumer behavioural trends and increased expectations for a seamless digital experience. Banks who want to survive the storm must move faster than ever to introduce value-adding services that enhance the customer’s experience of modern banking. In the road ahead, banks and fintechs who want to stimulate long-term growth will see the crisis as a chance to create entirely new ways of thinking about how assets can be innovated to deliver more value to the consumers. While many companies will have to preserve funding, others will increase their investments in emerging technologies, such as AI, automation and blockchain, to make this vision a reality.

Alternatives to the traditional banking system will continue to pick up momentum as COVID-19 becomes a consistent presence in our society and economy. Though what will really set fintechs apart will be the ways in which they solve the challenges of tapping into new, secondary capital market structures and unlock real value by inviting mainstream consumers to participate. What is certain is that COVID-19 has highlighted the vulnerabilities of those who live paycheck to paycheck and made even more clear the need to access new services that help customers take better control of their money to stay afloat during the crisis or better yet thrive financially.

A watershed moment for digital banking consumers

Banks across the world will have to accelerate their digital transformation and future banking strategies to meet the rapid shifts in consumer demand for digital banking services and cashless payments. One recent study found that three quarters of European banks ‘weren’t prepared’ for the scale of change that COVID-19 had triggered in customer behavioral trends, with a further 88 per cent stating that they were overwhelmed by the demand for online and mobile banking during and post-lockdown. It is precisely this pattern that will lend to the rise in demand for fintech’s services given that they have operated for some time without a physical presence and as such are perfectly suited to adapt accordingly to this shift.

In a few short years, customer attitudes towards and interaction with banking products and services have evolved dramatically. Consumers today are more attracted to brands that offer more personalised and convenient experiences. This has led to greater preferences to seek out more intuitive modern banking software, which seamlessly responds to consumer needs. The emerging technologies deployed by fintech providers have shown consumers more sophisticated and intelligent user experiences are available, which has meant there has already been a rising permanent switch to digital pre-COVID.

Unfortunately for many heritage banks, the move to digital during COVID-19 has drawn harsher attention to this distinction. For customers who have traditionally managed their finances solely in brick and mortar locations, the inefficiencies are rife. Many scenarios have seen customers unable to shift quickly enough to mobile apps, struggle to get past hold to customer services for what feels like hours, and feel as though they don’t have enough financial control or stability.

Against this backdrop and the impact of COVID-19, other core traits of fintech providers and neo-banks in contrast to heritage banks make it well poised to come out on top when winning consumer trust and loyalty. The fintech industry’s business model has had yet to fully demonstrate its strength to combat economic uncertainty, until now. From adaptability to self-sufficiency, and speed to market and agility, fintech players are in a good position to ensure customers’ experience with banking runs smoothly during this challenging period.

Making money go further

The COVID-19 crisis has in many ways validated the foundational principles of many current and emerging fintech players: consumer control, rich personalisation, accessibility and transparency. Now more than ever, the average consumer will be searching for new and creative ways to sure up their finances. The pandemic continues to threaten job stability, demonstrating the need for fintechs to present greater opportunities for consumers to have more robust financial backup plans, including alternative sources of income, such as owning income producing assets.

The pandemic has proved itself as a wake-up call to everyone and has undoubtedly sparked a rise in motivation to take full control of finances. We are likely to see a steady rise in investment and trading options to seek out better returns than traditional savings accounts. Yet while investment apps will grow in popularity, for those starting out as investors, the barrier to entry is still very high. When it comes to accessing and effectively managing investments, there is a real need for a platform accessible enough for market participants who do not have the same level of capital and knowledge as high-profile investors to get involved.

A new period of innovation is upon us and this time over-hyped products, offering very little in terms of new functionality and customer benefit, won’t cut the mustard if they don’t provide an effective way to truly help people to manage and improve their finances. To truly be set apart from traditional banking infrastructures and even some of the most impressive fintechs when increasing wealth capital, customer expectations will be high. All-in-one digital platforms leveraging AI and other cutting edge technologies when providing customers with the opportunity to grow their wealth will redefine a promising and much needed era for consumers.

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Banking

How banks can take on Google in the race for AI talent

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How banks can take on Google in the race for AI talent 3

By Nicola Sullivan, solutions director at candidate engagement tech firm Meet & Engage

The events of 2020 have made the battle for AI talent more ferocious than ever. In a volatile landscape where innovation is key, multinational firms are rolling up their sleeves for the inevitable scrum ahead.

For incumbent banks, the stakes are intimidatingly high. In one corner stand the fintech startups: the likes of Revolut and Monzo, who are snapping up AI-literate graduates while laying down pressure for capacity in exactly that area.

In the other corner, we find the Silicon Valley contenders of Amazon, Facebook and Google, who have phenomenal pay packages – not to mention glamour and visibility – on their side. And technologists with a finance background loom firmly in their crosshairs (Facebook employs hundreds of ex-banking recruits).

This unsettling picture is intensified by a chronic tech shortage: in a recent study by AI firm Peltarion, 83 percent of AI decision-makers agreed that a deficit of deep learning skills was seriously hampering their competitiveness. But, with the global impact of AI on financial services companies set to hit $140 billion in productivity gains and cost savings by 2025, banks need to find a way to break ahead and secure the AI talent they need. Here’s how:

Fish from a wider talent pool

We tend to think of AI in relation to a very niche set of qualifications. Yet in reality, it’s a fast-moving sphere that also requires a host of soft transferable skills such as problem-solving, agility, great communication and a sound analytical mind. In short, it’s less about what a candidate knows/does, and more to do with what they could know or do.

It’s worth thinking about whether you are being open-minded enough in your interpretation of tech talent. Do the AI roles you’re looking to fill need specific skills and criteria, or are they better suited to people who are inherently curious, intelligent and quick to learn?

Depending on the answer, you may want to expand your search from the bright young things of MIT or Berkeley to other related careers or older candidates with transferable skills. You may even want to look internally for the next generation of tech talent.

For example, if a bank’s customer-facing roles are declining but AI supply is not keeping up with demand, maybe this is a problem that could fix itself. The bank in question could run a two-week internal virtual AI internship to test interest, with the aim of rechanneling internal talent and avoiding redundancies. If AI is as critical as all forecasts suggest to the future of finance, investing in a more comprehensive approach like this may make a lot of sense.

Then there’s also the question of underrepresented groups. The proportion of black or latino people at major tech companies remains depressingly low, while women make up only a quarter of computing roles.

As well as driving equality, this issue of diversity is also a market gap that could be used for competitive advantage by banks. But doing so requires a deep-seated strategy that addresses the root reasons why candidates from these groups are turning away from tech. Issues such as lack of career development and accessible education need to be solved at ground level from the inside-out; an effort that begins before, or in tandem with, recruitment.

Make your recruitment process personal and transparent

When you’re fighting for top AI candidates who have the world at their fingertips, it’s not enough to bundle them through a generic Applicant Tracking System. You have to actively woo them, and get them on-side with your vision and community. This is especially important for millennials and Gen Z recruits, who are more purpose-driven than their predecessors.

Live online chat sessions hosted by high-profile speakers across the business is one tactic our banking clients have seen great success with here. For example, a shortlisted group of technologists get to meet with a bank’s CTO or Chief Human Resources Officer via a group chat (which they can join anonymously if they want to), to ask questions and find out more about a company’s technology roadmap and cultural ethos.

This is a rare opportunity to give candidates real takeaway value; even if they’re not thinking about leaving their current job, few will turn down the chance of time with the person who runs cybersecurity at a major bank. And this person will invariably be able to communicate a much better sense of culture than a third-party recruiter can.

Visibility is also important here: if you want to attract more BAME or female candidates, you need to have lead BAME or female technicians as a vocal part of the recruitment process, showing what success in your company looks like. If you don’t have people to fulfil these roles, you need to go back and address that rather than making empty statements.

Opening the doors to your company in this way is a winning strategy for tech candidates: it’s a “wrapper” to put around them and make them feel wanted, welcome and motivated – even when a recruitment process lasts a little longer than you’d like.

Talk like yourself but walk like a tech expert

Part of the openness needed to recruit key tech talent is about being authentic, too. There’s a tendency among some finance incumbents to “get down with the kids” and appear more like their disruptive competitors than they truly are. If you are a long-established brand in the banking world, with a good track record of developing careers, that alone is enough to attract AI technologists – you have a lot to offer, and you don’t need to put on a guise.

Equally, if you do have work to do in being more accessible to potential candidates, focus on real progression rather than image. This may mean putting through measures to build awareness and role modelling around recruitment diversity, or enhancing employee wellbeing.

With mental health issues on the rise in the workplace, a co-managed wellness programme of fitness and community events can make the difference between which way a candidate sways in a roomful of enticing options. This is especially true since banks – for all their boardrooms traditions – have a reputation amid technologists for a better, less brutal work-life balance than Silicon Valley.

Lastly, banks need to walk the walk when it comes to tech-enabled recruitment. However hard you try to make it personal, most candidate enrollments will involve a degree of automation at some stage – and it’s important to make that process as quick and slick as possible. For a candidate with consumer-grade tech experience, first impressions count: they want to know that this is a place that will recognise and nurture their skill set. So instead of a long, clunky application process, maybe consider a virtual assessment centre or a sophisticated chat bot, which can capture essential information in a fast, engaging way.

Recruiting the world’s top tech talent isn’t a question of magic or even necessarily a huge pay cheque. Instead you need to weave together these “micro-moments” that signal your bank’s character, integrity and technical ambition. Do this, and you stand a good chance of persuading leading AI candidates to skip the queue and come directly to you.

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