Banking Dive reports that PNC, a regional bank based in Pittsburgh, has invested significantly in AI for internal use. However, CEO Bill Demchak said agent-only transactions “will never happen” at the bank, warning that such a move could “mess with people’s lives.”
This stance suggests PNC values human oversight in customer transactions, even as it adopts advanced technology. For regulated banks, the approach raises questions about the balance between automation and the need for trust, accountability and compliance in financial services.
