RIYADH: Artificial intelligence is transforming the banking industry by creating seamless customer experiences, automatically detecting fraudulent activity, and completing time-consuming tasks normally performed by humans.

According to a report published this year by McKinsey, generative AI could add between $200 billion and $340 billion a year in value across the global banking sector, largely through increased productivity.

Earlier this year, Riyad Bank announced the launch of its new “Center of Intelligence,” which will introduce AI technologies and services to the Saudi banking sector.

Using machine learning and modeling, the center will offer a cutting-edge environment for AI-driven research, innovation and analysis. It will also use machine-learning techniques and solutions to improve the efficiency and effectiveness of the bank’s investments and operations.

Mazen Pharaon, chief digital officer at Riyad Bank, called AI “a strategic asset and game changer” for the industry.

“It’s also instrumental in helping us offer exceptional financial services to our customers and financial performance to our shareholders,” he told Arab News.

AI offers significant advantages over traditional, human-led methods, including enhanced efficiency, accuracy and scalability, Pharaon said.

“It enables us to process large volumes of data rapidly, delivering insights that would be challenging to obtain through conventional techniques.

“AI also facilitates accelerated decision-making and personalized services, boosting customer satisfaction and driving innovation.

“Additionally, AI helps us identify new business opportunities, reducing costs and improving risk management by identifying potential issues before they escalate.”

Money management has not been entirely handed over to the machines, however. AI-driven automated decisions at Riyad Bank are complemented by human oversight to guarantee accountability and ethical compliance.

“While AI excels at processing vast amounts of data and identifying patterns at scale, our experts are involved in reviewing and validating key decisions and their expected impact,” Pharaon said.

“This hybrid approach allows us to leverage AI’s power while preserving the essential human supervision and oversight in banking.”

Riyad Bank’s long-term vision is to extend AI across all business areas.

“Our aspiration at Riyad is to embed the use of AI, data science and advanced analytics in the bank’s DNA and overall processes,” Pharaon said.

Mashreq Bank, a privately owned bank based in the UAE, also uses AI-backed digital solutions, which analyze customer data to provide personalized financial recommendations and insights across various platforms.

Fernando Morillo, the group head of retail banking at Mashreq, believes AI will be integral to the future of banking services.

“We utilize AI in various ways to enhance customer experience and streamline operations,” Morillo told Arab News.

“We have launched a chatbot in the UAE, which is also being rolled out to other markets. This AI-powered chatbot can understand customer intent, translate it into actions, and provide 24/7 support.

“Our AI-backed chatbot has the ability to handle more than 80 different scenarios, anticipating customer needs and proactively offering solutions.”

Because data protection is a growing concern for every business, Mashreq offers advanced encryption techniques to ensure secure data-sharing protocols, and conducts regular security audits to safeguard customers’ information.

“Additionally, we implement rigorous testing and validation of our algorithms to ensure they meet ethical standards and regulatory requirements.”

Morillo said the ability of machine-learning models to continuously adapt to recognize new fraud tactics significantly reduces the risk of fraudulent activities and enhances overall security for customers.

“AI algorithms help us in analyzing vast amounts of data in real-time to identify patterns and anomalies that may indicate fraudulent activity,” he said. “This allows us to detect suspicious transactions, prevent fraudulent account openings, and reduce false positives.”

But Morillo does not believe that AI will replace humans entirely. Indeed, employees will still be needed to review AI activities and make adjustments as needed.

“While AI can provide insights, recommendations, and even decisions, ultimately humans supervise these systems to ensure decisions are fair, accurate, and compliant,” he said.

“This oversight is essential for maintaining accountability and addressing any ethical concerns that may arise.”

RIYADH: The global cybersecurity workforce is grappling with a substantial shortfall, with an estimated 2.8 million professionals required to meet demand, according to Shoaib Yousuf, managing director of the Boston Consulting Group.

In an interview with Arab News during the Global Cybersecurity Forum in Riyadh, Yousuf stated that the current workforce stands at 7.1 million.

Yousuf delved into the reasons behind this gap, pinpointing a fundamental deficiency in “skilled” workers.

He emphasized: “This gives us a clear direction that a lot of work needs to be done to take the young cybersecurity professionals or young graduates and train them and provide them the right set of skills, training, certifications, mentorship, and internship to convert them and provide the career opportunities for them.”

During the forum, BCG, in collaboration with the Global Cybersecurity Forum, released the 2024 Global Cybersecurity Workforce Report, which paints a troubling picture of the industry. The report indicates that only 72 percent of digital defense roles are filled, leaving organizations increasingly vulnerable to rising threats.

To tackle these workforce challenges, Yousuf stressed the need for a comprehensive approach. “Building a sustainable cybersecurity talent pipeline requires a multi-faceted strategy,” he said. He advocated for an integrated system that includes awareness campaigns, educational programs, and initiatives that lay a strong foundation for those interested in cybersecurity careers.

A robust talent pipeline is essential, Yousuf noted, to create awareness, improve educational frameworks, and adequately prepare young professionals for success in the field. He mentioned that establishing strong strategies to attract students to cybersecurity, along with the private sector’s appealing mentorship and internship opportunities, could significantly enhance the workforce’s quality.

“One of the challenges we found is that everyone wants a skilled workforce. Everyone wants somebody with five to eight years of experience,” Yousuf pointed out, highlighting the gap faced by newcomers entering the cybersecurity arena.

He elaborated, “The third step is the career advancement and retention of the professionals. How we can do that is by providing a thriving career. Making sure we invest in the upskilling, we invest in the right set of cybersecurity certifications, and also look into the diversification. Today, we found that women participation in cybersecurity is 24 percent, whereas the average in ICT (information and communications technology) is 36 percent.”

Yousuf also noted a high demand for specific skill sets, stating, “Based on a survey, we identified that there are four skills that are highly in demand. One of them is definitely the cybersecurity leaders. There is a strong shortage of that. Cloud security, as you can see, there is a strong push for many organizations to shift to the cloud. Cloud security is one of the roles which was highlighted as one of the critical shortages.”

Additionally, he mentioned the growing need for security architects and experts in emerging technologies, particularly those specializing in artificial intelligence.

He emphasized the urgency of addressing cybersecurity threats, labeling it as one of the most significant global risks, second only to climate change. “Cybersecurity is one of the top risks, and multiple reports have highlighted that cybersecurity is a second top threat and risk after climate change,” Yousuf asserted.

Yousuf underscored that cybersecurity has remained “on the top agenda for many nations, for many decision-makers, many CXOs,” and has become a central topic of discussion at the board level, necessitating improvements in defenses.

Despite considerable investments in cybersecurity, he remarked, “We have always been catching up.” Yousuf highlighted the financial implications of cybercrime, noting that the cost of such offenses exceeded $2 trillion last year and is projected to surpass $6 trillion in the next five years. “If you look at the impact of cybercrime, it is moving so fast. But when you look at the cybersecurity investment, it’s not keeping up at the right pace,” he explained.

He reiterated the importance of creating a level playing field, suggesting that “AI provides a fantastic opportunity to understand the threat landscape better, and we can play a much better role, to be a little bit more proactive.”

Yousuf also pointed out that cybersecurity is a top priority for Gulf Cooperation Council countries, which have made significant advancements in recent years. “One of the things which we have observed is that cybersecurity is the top priority for the GCC countries, and over the last five to eight years, we have seen a leapfrog effort, not only incremental effort, leapfrog efforts,” he stated.

He highlighted Saudi Arabia’s swift progress, noting its rise from a ranking in the late 40s on the ITU Global Cybersecurity Index in 2019 to the second position within three years.

Yousuf concluded by stressing that GCC nations recognize the importance of fostering a secure cyberspace to build trust, particularly as digital adoption is pivotal to their economic growth. He underscored that investing in digital infrastructure and robust cybersecurity is critical to supporting their ongoing digital transformation efforts.