Using AI to Power a Digital Bank with a Human Touch

Chalee Asavathiratham

Chapter 12 in Data Strategy and AI Value Creation:For Data Leaders by Data Leaders, 2025, pp 177-195 from World Scientific Publishing Co. Pte. Ltd.

Abstract: This chapter discusses Siam Commercial Bank’s journey toward transforming itself from a large traditional bank into a digital bank that blends AI capabilities with a human touch. As a bank, we had faith in both the power of AI and the “undigitizable” qualities that human banking agents can bring to our customers — trust, empathy, and professionalism, among others. By using our capabilities in data analytics and AI to deliver a hybrid AI–human service model, we believe we can differentiate ourselves and best serve our customers’ needs. While our transformation is far from over, it is worth reflecting on the key lessons that we have gathered thus far. Our hope is that business leaders can apply these lessons to guide their future digitization projects. We first describe our background and motivation, then move on to the key steps along the value chain — customer acquisition, data monetization, and digital services. Finally, we conclude with some of the key learnings from our journey.

Keywords: Data Strategy; Data Governance; Data Quality; Privacy Protection; Artificial Intelligence; Generative AI; Business Value; Innovation; Digital Transformation; Regulations (search for similar items in EconPapers)
JEL-codes: O3 O32 (search for similar items in EconPapers)
Date: 2025
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