Citi transforms client service with generative AI solution

The solution is a part of CitiService, a suite of capabilities aimed at delivering an exceptional client experience through advanced technologies, focusing on AI.

The CitiService Agent Assist solution has just received Pega’s innovation award for financial institutions for its achievements in global service excellence, AI-powered automation, and operational modernisation. The solution enables customer service agents to improve the response to client queries.

“At Citi, we’re harnessing the power of AI to enhance how we serve clients and build the bank of tomorrow,” said Naveed Anwar, global head of platforms and data services. “With solutions like CitiService Agent Assist, we’re eliminating manual processes, delivering faster responses, and creating a more seamless experience around the world. We’re committed to co-developing and innovating with our clients to streamline processes and support with global reach and efficiency.”

Citi Services’ investments in innovative solutions are already delivering greater efficiency for its clients at the intersection of human and machine intelligence. Citi’s current AI capabilities have significantly enhanced decision accuracy, operational efficiency, and scalability. With advanced tools and capabilities, Citi will continue to explore opportunities to further automate and streamline processes to better serve clients.

“AI is central to our innovation strategy,” said Bis Chatterjee, head of partnerships and innovation for Citi Services. “We’re focused on integrating AI where it delivers the most value for our clients, streamlining processes, improving data, and investing in solutions with long-term impact.”

Citi continues to innovate by investing in advanced technology, infrastructure, and automation to modernise the future of client service, while ensuring operational soundness and compliance.

Citi Services’ AI capabilities are driving greater decision accuracy, operational efficiency, and scalability. CitiService Agent Assist is now live in 47 countries, transforming the customer experience.

The Asset Triple A Sustainable Finance Awards 2025 honoured Citi Vietnam in the category of local Best Commercial Bank.

Minh Ngo, Citi Vietnam’s head of markets and country treasurer, shares insights with VIR’s Huong Thuy on how Citi is supporting clients to manage foreign exchange risks.

Citi announced a leadership transition in Vietnam on May 15, as Ramachandran AS (RamC), Citi’s country officer and banking head for Citi Vietnam and Citibank Ho Chi Minh City’s general director, has decided to return to London to pursue other opportunities.