BNY Sales uses OpenAI

Key Concepts

• AI-Enabled Workforce: The complete integration of Artificial Intelligence tools across all employee functions.
• Agentic Models: AI systems capable of independent action and decision-making to achieve specific goals.
• Account Planning: The process of strategically managing and growing relationships with clients.
• Living Document: A dynamic document that is continuously updated with new information.
• Deep Research: Comprehensive and detailed investigation utilizing AI to gather client insights.

AI Integration & Enhanced Client Engagement

The core of the discussion revolves around the complete integration of Artificial Intelligence (AI) across the entire workforce – all 50,000+ employees – to improve company performance and, crucially, enhance client relationships. This isn’t simply about automation; it’s about AI enablement, meaning equipping employees with AI tools to operate more effectively. The primary benefit highlighted is the ability to dedicate more “quality time” to clients, shifting focus from administrative tasks to strategic interaction.

Account Planning Efficiency with "Eliza"

A specific example of this AI enablement is the implementation of a tool referred to as “Eliza.” Eliza significantly streamlines the account planning process. Traditionally, assembling a comprehensive account plan – outlining client needs and potential solutions – was a time-consuming endeavor. However, with Eliza, the company has experienced a 60% decrease in the time required to create these plans.

Eliza functions by taking a standard account plan template and pre-populating it with the most current and relevant client information. This isn’t a static snapshot; it’s a “living document” that continuously updates, ensuring the plan remains accurate and responsive to evolving client circumstances. This dynamic capability is powered by “deep research” conducted by the AI, allowing for rapid adaptation and pivoting based on new data.

Strategic Partnerships & Agentic Model Development

The company isn’t developing these AI capabilities in isolation. A key element of their strategy is a strategic partnership that provides access to the “latest” AI advancements and, importantly, “great advice on how we’re building these agentic models.” The term agentic models refers to AI systems that aren’t simply reactive but can proactively take actions and make decisions to achieve defined objectives. The partnership is crucial for navigating the complexities of building and deploying these advanced AI systems.

Client Perception & Future-Focused Approach

The speaker emphasizes the positive impact of embracing AI on client perception. They state, “I find that it really resonates with clients that you embrace the old and are excited together about the future. And AI is very much part of that ahead story.” This suggests that demonstrating a commitment to innovation, specifically through AI adoption, builds trust and strengthens client relationships. It positions the company as forward-thinking and capable of delivering cutting-edge solutions.

Logical Connections & Synthesis

The discussion flows logically from the overarching strategy of AI enablement to specific examples of its implementation (Eliza) and the supporting infrastructure (strategic partnership). The emphasis consistently returns to the benefit of improved client engagement, framing AI not as a replacement for human interaction but as a tool to enhance it.

The main takeaway is that successful AI integration isn’t about simply adopting technology; it’s about strategically leveraging AI to empower employees, improve efficiency, and ultimately deliver greater value to clients. The company’s approach demonstrates a commitment to both innovation and relationship building, positioning them for continued success in a rapidly evolving landscape.