How AI is Redefining Financial Services in the US:
The financial services sector in the United States is undergoing a major transformation, driven by rapid advances in artificial intelligence.
Contact Babel’s newly released whitepaper AI in US Contact Centre Verticals – Financial Services (2025) highlights how AI is no longer a “nice to have” — it’s now a mission-critical tool for driving better customer experiences, operational efficiency, compliance, and workforce engagement.
Here’s a quick look at the biggest insights you need to know.
AI in Financial Services: From Concept to Critical Investment
Today, financial institutions are leveraging AI not just to automate tasks, but to transform how they engage with customers and manage internal operations. Solutions like Centrical’s AI Performance Experience Platform have demonstrated measurable results:
- 15% Increase in Customer Advocacy Scores
- 2.5x Growth in New Savings Plans Sold
- $2M Annual Savings from Lowered Average Handling Time (AHT)
AI empowers frontline employees and managers with real-time performance insights, targeted training, and gamification to improve productivity — all while enhancing employee satisfaction and customer loyalty.
Customer Expectations Are Changing – Are You Listening?
The whitepaper also stresses the importance of understanding the modern customer journey. Financial institutions are increasingly moving to omnichannel platforms that include voice, chat, email, social media, and video, allowing for a richer and more complete view of the customer experience.
By analysing customer verbatims, tone, and context using AI, organisations can gain actionable insights to better tailor services, improve satisfaction, and drive loyalty.
Addressing Compliance and Audio Security Challenges
As financial services become more reliant on voice communication, audio data security has emerged as a major compliance challenge.
Poor audio quality and unsecured calls put institutions at risk of breaching major regulations like:
- CCPA (California Consumer Privacy Act)
- GLBA (Gramm-Leach-Bliley Act)
- FCRA (Fair Credit Reporting Act)
- SEC and FINRA audit requirements
IRIS Clarity, a cutting-edge bi-directional noise cancellation technology, provides a critical layer of protection.
Its key benefits include:
- Confidential Conversations: Eliminating background noise to avoid data breaches
- Enhanced Transcription Accuracy: Essential for audit-ready call recordings
- Compliance Analytics: Tracking noise events to ensure evidence for compliance
- Employee Safety: Preventing harmful acoustic shock incidents in busy contact centres
Learn more about IRIS Clarity’s role in financial services compliance at iris.audio/clarity.
Building a Strong Business Case for AI Investment
The report concludes by outlining the four steps financial institutions must take to build a successful AI business case:
1. Align Strategy with all stakeholders
2. Prioritise the right use cases
3. Measure Impact through clear metrics
4. Quantify Value to tell a compelling story
With the average service call duration and call abandonment rates on the rise, AI offers a transformative opportunity to streamline operations, boost employee engagement, and deliver exceptional customer experiences in finance.
We are proud to support ContactBabel’s latest report, offering critical insights into the rapidly evolving landscape of contact centers across industries. Their research illustrates how distinct commercial and operational challenges shape each sector—and how AI is accelerating innovation and transformation.
Discover how IRIS is empowering finance organizations to enhance security, maintain compliance, and stay competitive with advanced solutions like IRIS Clarity.
👉Visit iris.audio/clarity to learn more.
