AI is rapidly transforming customer service in banking, but not in the way many institutions initially expected. For years, banks approached AI primarily as a chatbot initiative. Yet many of these projects under-delivered, frustrated customers, and failed to create meaningful operational value. Today, a new generation of AI solutions is emerging: one that goes far beyond simple automation. Forward-thinking banks are deploying AI-enhanced customer service ecosystems that combine customer-facing assistants, employee co-pilots, and advisor tools into one connected intelligence layer. The goal is not to replace humans, but to empower them, while delivering faster, safer, and more personalised experiences across…