Can AI fix customer service in payments?

By Frank Gargano

Published April 15, 2025, 10:00 a.m. EDT

1 Min Read

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Generative artificial intelligence has usurped its traditional counterpart as the next growing technology taking the payments industry by storm.

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According to American Banker research published in March, roughly 84% of payments leaders say their organizations are using or plan to use generative AI products to strengthen customer service, sales and messaging experiences facing consumers — the top use case for the technology among respondents.

Managing workflows and workloads was the next popular use case, with more than 80% of respondents currently using Gen AI or planning to do so sometime in the next 12 months.

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Data Reporter

Frank Gargano is a Queens-based data reporter for Arizent.

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