Filed under generative-ai.

Sunday Essay — Banks Turned On the Contact-Centre Line Before the Standard Work Existed

Four US banks — Bank of America, JPMorgan Chase, Goldman Sachs, and Wells Fargo — switched on production-grade generative-AI systems across their contact centres in the same quarter that federal supervisors carved these technologies out of revised model-risk guidance. Held against the Toyota Production System, the rollout reveals an industrial line running at scale with no jidoka cord to pull and no standard work to distinguish a good call from a bad one.