The ebankIT Playbook for Proactive, Controlled AI in Banking

At Money20/20 USA 2025, Pedro Azevedo and Paul Provenzano from ebankIT outlined a shift from reactive “Banking 1.0” to proactive “ 2.0.” engagement so instead of scripted FAQs, generative AI analyzes a customer’s situation, projects outcomes, and suggests actions, making the everyday banking experience feel more helpful.

ebankIT said U.S. banks must differentiate in a commoditized market and with customers increasingly comfortable with financial advice, the aim is to meet people where they are, whether car-shopping, seeking a line of credit, or investing. This is a move from basic transactions to ongoing financial management and insights that support spending choices and confidence that money is safe.

Azevedo stressed a human-centered design and ebankIT’s agentic AI proposes actions and waits for approval and as it runs inside existing digital channels, it inherits platform guardrails to prevent unusual or risky transaction activity enhancing human judgment rather than replacing it.

ebankIT noted results depend on data quality, even with fast access via core banking APIs with deeper personalization and broader data integrations. Technically, ebankIT described a core-agnostic integration and abstraction layer that maps diverse cores into unified ebankIT objects powering channels, the AI assistant, and the transactional chatbot, speeding rollouts, reducing disruption, and ensuring consistency.