Chatbots are having a moment, particularly for personal finance, and banks across the world are utilizing them for everything from basic customer service to assisting internal IT support. But chatbots only skim the AI landscape. Brian Pearce explains how AI helps Wells Fargo use data in a smarter way, from developing custom experiences to uncovering new insights—with customers and employees at the center of it all.
Brian dives into practical AI use cases that extend across natural language processing and machine learning, detailing how Wells Fargo is using data and AI to assist with fraud detection, share personalized contextual insights with customers, and help bankers pull information during complex customer interactions. Along the way, Brian covers what lies ahead in user experiences, why companies should focus on customer value when developing AI tools, and how AI is making work more interesting for employees and augmenting human interactions, not replacing them.
Brian Pearce is senior vice president of enterprise artificial intelligence at Wells Fargo. During his time at Wells Fargo, he and his teams have led large, multichannel efforts such as mobile remote deposit, Apple Pay, P2P payments, transfers, bill pay, and the launch of an online brokerage platform, and he previously served as the head of the mobile banking function. Over his 25-year career in financial services, Brian has led a variety of business development, product management, project management, business analysis, and product operations functions. He has worked for industry leaders including First Data Corporation and Anderson Consulting as well as an internet startup. Brian lives in the East Bay with his wife and three sons. In his spare time, he’s a Scoutmaster, plays golf, and likes to ride his bikes (mountain and road).
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