JPMorgan Execs Detail How AI Is Transforming the Bank

When JPMorgan CFO Jeremy Barnum recently took some time to experiment with “vibe coding,” he was amazed.

Computer scientists at the firm told him that using plain-language prompts to generate code with AI — known as vibe coding — has improved their efficiency, too. Barnum told investors and analysts at JPMorgan’s 2025 Investor Day on Monday. “We have high hopes for the efficiency gains we might get,” he added.

Barnum’s remarks on how artificial intelligence is reengineering workflows were far from the only mention of how technology is reshaping America’s largest bank. From fraud detection and call center automation to portfolio management and wealth advice, AI is no longer something the bank is just experimenting with through pilot projects; it’s now scaling its tools and seeing measurable results.

The first step in adopting AI technology across the firm was rolling out its proprietary, in-house generative AI platform to over 200,000 employees. It has about 100 genAI tools in the pipeline, too, according to Barnum’s presentation.

“Certain key subsets of the users tell us they are gaining several hours a week of productivity, and almost by definition, the time savings is coming from less valuable tasks,” Barnum said.

The firm’s spending outlook for technology is $18 billion, up by $1 billion year over year — the highest among Wall Street banks. As AI, machine learning, and cloud innovation lower the barrier to new features and tools, speed is critical to staying competitive, Barnum said. It’s also a way to keep costs down going forward, especially on the hiring front.

“We were early movers in AI,” the CFO said. “But we’re still in the early stages of the journey.”

Here’s how that journey is taking shape—business line by business line.

Consumer & Community Banking

Before turning it over to Marianne Lake, CEO of JPMorgan’s consumer and community bank, Barnum talked about how AI was being used by the unit’s call centers, helping agents service customers more efficiently by anticipating customers’ needs or quickly responding to questions.

Lake, the next speaker of the day, followed by saying that the bank reduced servicing costs by nearly 30% in part because of AI, but also because of “good old-fashioned” process automation and organizational efficiency.

“The operations team is at the tip of the spear on using and leveraging new AI tools and capabilities,” she said.

She predicted a 10% head count reduction in operations with the help of AI, a division focused on fraud, statement, payment processing, and account services.

“I would take the over on this projection, and I’ll bet we will deliver even more as the tools and capabilities just keep getting better and better.”

The technology has also played a “very significant” part in reducing fraud, even as hackers and cyberattacks become more sophisticated.

The bank is now looking at ways to use technology to continue personalizing what people see when they open their mobile phone apps in hopes of better promoting relevant products and services. Personalizing for to people’s interests and behaviors has helped increase engagement rates by 25% so far, she said.

Asset & Wealth Management

In wealth and asset management, AI is not just a tool, Mary Callahan Erdoes, the unit’s CEO, told the audience. “It’s reimagining workflows and it’s changing the loading capacities for thousands of people on the front line and in the back,” she said.

Portfolio managers and analysts at JPMorgan are using Smart Monitor, which the firm has estimated helps reduce time researching a topic by 83% by pulling in data from earnings calls, market moves, and filings, generating tailored alerts and analysis.

“I thought that you would be the last people to use this stuff because you think ‘I’m too smart for AI, and I have to do it my way,'” she said, speaking to the investors in the room. “It saves so much time.”

She said the tool that’s caught the most attention is Connect Coach. The program, which prompts suggestions or recommendations to a wealth manager in real time, was rolled out to private bankers last year, Business Insider reported, and in the last week, it was launched to the banks’ 7,600 wealth management advisors.

If a JPMorgan private banker hears from the bank’s top researcher about European stocks in a meeting, the tool automatically pulls up who in the banker’s client book does not have exposure, Erdoes explained. It’ll bring up fund fact sheets, sample emails, or talking points to call clients with.

Advisory productivity is up 3.4 times, thanks to the firm’s investments in technology, she said.

Commercial & Investment Bank

AI is being deployed across the workflow in JPMorgan’s investment bank, from onboarding new clients — where costs to verify clients are down 40% — to client insights and portfolio optimization, Doug Petno, co-CEO of the commercial and investment bank, said.

He added that the bank now has over 175 AI use cases in production, focusing on predictive analytics and operational efficiency, including helping its bankers with risk—based decision-making.

In its payments business, the firm has used AI and machine learning models to reduce friction in payment transactions. Umar Farooq, cohead of JPMorgan’s payments business, said that in the past few years, transaction volumes have gone up by more than 50%. Part of that is down to AI models cutting down on transactions that require human intervention to be resolved, often caused by things like account number mismatches or failed fraud detection checks.

“This is just a small example of how our dataset will be to the future of our business as we expand and lean ever more so into technologies like Generative AI,” Umar Farooq, cohead of JPMorgan Payments, said.