Despite billions of dollars spent on game-changing technology each year, most banks are still struggling to capture AI’s potential to transform the customer experience. Deciding where to start can be daunting, but there’s no time to lose. COVID-19 has driven traditional banking online; virtual banks are already wooing younger generations; and consumers are choosing brands based on the quality of their digital experiences. The stakes—and the opportunities—are significant. McKinsey estimates that AI technologies could deliver up to $1 trillion of additional value every year for global banking firms. The right AI technologies can help boost revenues through increased personalization, lower costs through greater efficiencies, and uncover opportunities for growth. Conversational AI can help banks capture these lucrative advantages. But to reap the rewards, banks need to go to market quickly, meet customers where they are, deliver a positive experience, and assemble the right team.