What Community FIs can do with AI, with Alenka Grealish

Digital Banking Podcast

In the last episode of The Digital Banking Podcast, host Josh DeTar sat down with Alenka Grealish, principal analyst at Celent. Their conversation explored how generative AI is changing how community financial institutions operate, from behind-the-scenes efficiency to frontline support.

Grealish explained that AI's biggest impact today is improving agent productivity, boosting customer satisfaction, and reducing call center turnover. She compared AI to bees: mostly invisible yet critical to the entire system.

The discussion also covered AI's role in bridging knowledge gaps, enabling personalization through natural language, and supporting small business banking. Grealish emphasized the need for trust, clear guardrails, and human oversight to unlock AI's benefits without compromising safety. The episode closed with a look at how financial institutions can start small, experiment safely, and prepare for a future where AI is deeply embedded in digital banking.