This PDF argues that banks can sustain growth by removing “invisible friction” in three high-volume service areas, account maintenance, disputes, and complaints, where manual work and disconnected systems inflate costs, slow resolution, and increase compliance risk. It proposes an AI-and-automation operating model where AI handles predictable intake, categorization, and validation while humans focus on exceptions and relationship work, with blueprints for automated request intake, real-time sync across CRM and core systems, and proactive stewardship such as KYC prompts. For disputes, it introduces an “AI Investigator” framework with defined roles, data access, guardrails, and feedback loops to automate evidence gathering and accelerate compliant resolutions while mining dispute data for fr

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