Gerard Cassidy
Analyst · RBC. Your line is open. Please go ahead
Thank you, and good afternoon, folks. Ron, in your comments the other day when you guys went over the results, you mentioned that you have invested in technology to improve your service quality, can you share with us how has AI, artificial intelligence, played a role in this improvement? And then just overall, can you share with us your thoughts about how important it is for you guys to be embracing AI? And then second to that, when will we, as outsiders, really be able to measure the companies that are having real success with AI.
Ron O’Hanley: So, Gerard, so technology, as you know, has been -- has always been a really important part of our offering. It's what's distinguish State Street really from the earliest of days. And if you think about prior generation AI machine learning, that is a technology that we employ deeply and broadly around the organization, and you can actually see it very much. I use the example of fund accounting which if you go way back in the day, you used to remember, you used to measure that operation by a number of accountants per fund. And then we all got better at it, and then it was a number of funds per fund account and through the use of machine learning, a couple of things have happened in markets like developed market equities, there are no fund accountants. Machine learning is actually calculating now with every single transaction at the end of the day, at the end of the close of market. There's a human being that steps in, looks at very quickly the transactions, looks at exceptions that have been flagged by the machine that this is an out-of-bounds kinds of things makes judgments if they have to make some adjustments. And rather than taking 1.5 hours to get it out the door, it's probably done in under 15 minutes. And that kind of machine learning is being replicated throughout our operation. AI, I think we're all still early on this. Part of this is how you work with the large language models and client data and not -- and to ensure that the client data, particularly data that should be kept private isn't leaking into the large language models. So we've got a lot of tests on this. We do not have any broad-based deployment of it yet, but it will come, and it will come pretty rapidly. The areas that we see it in, probably first and foremost, will be in what we call -- what I call client service, not capital C -- capitalized client service, but routine client service goals, the kinds of things that often happen at the beginning of the day. They are routine because while it may be the first time that this client has seen it, it's happened in other places, things like cash availability. I think the AI-powered, call it what you want, chat bot will be something that will power that. And by the way, that technology and that approach has other uses. One area that we're working on deploying and probably will get deployed this year is how we think about it for HR inquiries coming from employees. That has the advantages that we can keep all that data within our walls, but the technology around that and the technology around how you would do a client service chatbot would be similar. So we fully expect this to be happening and the technology is getting better and better and particularly, as you can now use AI, and you probably all have done it, or have seen it, used where you're actually not just providing the answer, but providing the source document of the answer and that within that source document, highlighting where that comes from. The ability to trust this for the kinds of things that I'm talking about is getting higher and higher. Lastly, what I would say is the way we think about it because we've been talking to you and other investors for years now about transformation. And increasingly now and even the way Mostapha is running the transformation going on. He calls a transformation and AI because much of the kinds of next-gen transformation that we'll see over the next two, three, four, five years will be powered in some form by AI.