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November 20 2025

How Citi Uses AI With Human Oversight

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Jon Lofthouse from Citi explains how the bank is approaching AI in a careful, controlled way. Lofthouse describes Citi as being firmly in a “human in the loop” phase of adoption, where AI is used to assist colleagues and clients rather than make fully autonomous decisions. The focus right now is on support tools that help people do their jobs better, not on replacing human judgment in areas like risk, compliance or client interactions.

Citi also highlights the governance framework around AI inside the bank which includes scrutinising which processes AI is introduced into, assessing the underlying models and technologies, and paying close attention to issues like cross-border data flows and data privacy. For a regulated financial institution, he notes, safety and soundness are non-negotiable, so Citi keeps humans involved in the decision chain to ensure oversight and accountability.

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