Maximizing ROI and future outlook of AI in financial services

Financial institutions are betting big on artificial intelligence, with 99% of leaders expecting to increase AI investments over the next 3-5 years. This surge in spending reflects the growing recognition of AI’s transformative potential in the financial sector. Insights from our recent report, The state of AI in financial services communications, reveal the opportunities AI provides.

Significant growth is anticipated across the board. The majority of respondents project AI investment increases ranging from 25% to 74%, with 38% forecasting a 50-74% increase and 36% expecting a 25-49% rise. A notable 18% of financial leaders are even more bullish, predicting AI spending growth between 75-99%.

Return on investment

The return on investment from AI is already evident, particularly in voice analysis applications. Every financial services company surveyed reported experiencing benefits from using AI to analyze conversational data. Faster resolution times topped the list, cited by 75.93% of respondents, followed closely by improved customer satisfaction at 68.52%. Other key advantages included more personalized interactions (57.41%) and increased upsell opportunities (50%).

Conversely, the risks of not adopting AI are becoming clearer. Financial leaders identified increased labor costs (49.04%) and longer process times (45.86%) as the primary concerns for companies that fail to implement AI technologies. These findings underscore the competitive necessity of AI adoption in the financial sector.

Looking ahead

Looking ahead, the outlook for AI in financial services is cautiously optimistic. While 66.24% of respondents express confidence in AI’s positive impact on their teams, 29.30% maintain a more tempered perspective. This balanced view likely reflects the advanced stage of AI adoption in financial services, coupled with a realistic understanding of its challenges and limitations.

Ultimately, success with AI in financial services will depend on a bold yet pragmatic approach. As organizations increasingly leverage AI to streamline operations and deliver more personalized customer experiences, it’s crucial for leaders to stay attuned to evolving trends and adapt their strategies accordingly.

Originally published Mar 28, 2025