CHARLOTTE, N.C. — Ally Financial is deploying automation to boost efficiency and modernize processes to improve customer experience. 

The $196 billion bank last year launched Ally.ai, its gen AI platform, that “recaps [roughly] 10,000 customer service calls per day, allowing employees to focus on providing great service instead of taking notes,” Sathish Muthukrishnan, chief information officer at Ally, told Bank Automation News.

The Detroit-based bank has saved 727,000 working hours since launching its broader automation efforts, saving $30 million, Muthukrishnan said during a panel at Banking Transformation Summit 2024 on Nov. 18.  

Ally also has an AI assurance tool for internal audit purposes that “shortens their draft risk and control identification process from days to 10 to 15 hours,” he said.

Additionally, Ally deployed its organization-wide platform ATOM, or Ally’s Technology Operating Model in 2021, which helps in modernizing workflow processes and helps the organization to collaborate with internal and external teams to deliver new solutions along with involving entire teams on the project, Muthukrishnan said. 

Allowing internal teams to work with other departments and external partners has helped Ally train its workforce and gear up for implementation of tech like automation and gen AI, Muthukrishnan said. 

The bank’s internal mobility score for tech teams is up to 28% percent from low single digits a few years ago, Muthukrishnan said, adding that internal mobility helps employees learn skills and makes the organization more efficient. 

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