Citi Retrains Employees in AI Prompting

Citi Launches AI Training Initiative for Employees

Citi has announced a major AI training initiative focused on teaching its employees how to craft effective prompts for the bank's generative AI platforms. This move is part of a broader effort to enhance the workforce's AI skills and leverage the technology to improve productivity and decision-making within the organization. The training, which is mandatory for a significant portion of Citi's staff, underscores the growing importance of AI in the banking sector.

According to internal communications from Tim Ryan, Citi’s head of technology and business enablement, and Anand Selva, the bank’s chief operating officer, the ability to write expertly crafted prompts is critical for maximizing the potential of AI tools. The memo, distributed to 175,000 employees across 80 locations, highlights the bank's commitment to integrating AI into its daily operations.

Peter Fox, head of learning at Citi, explained that the training program is designed to demonstrate the difference between effective and basic prompting. The adaptive learning platform adjusts to each employee's level of understanding, allowing experienced users to complete the training in less than 10 minutes, while those with less experience may take up to 30 minutes.

Citi has seen significant engagement with its AI tools, with employees entering over 6.5 million prompts this year. Ryan and Selva noted that well-composed prompts can accelerate work processes, uncover valuable insights, and amplify the impact of AI, similar to how a well-framed question can provide clarity in a client meeting.

The Democratization of AI Skills

The initiative reflects a broader cultural shift in the banking industry, where AI skills are becoming increasingly essential. Christina Muller, a workplace mental health expert and consultant at R3 Continuum, emphasized the importance of training to reassure employees that AI is meant to assist, not replace, human workers. This sentiment is echoed by other industry leaders, including Accenture CEO Julie Sweet, who recently mentioned that her company had to let go of employees unable to adapt to new technologies.

Similarly, Walmart CEO Doug McMillon stated that AI would impact nearly all positions at the retailer, highlighting the widespread transformation that AI is bringing to various sectors. Citi's adoption of AI is already transforming tasks that once took hours into processes completed in minutes, signaling a new approach to work.

Citi's Continuous Upskilling Process

Citi's AI prompt training is part of a continuous upskilling process for all employees. The bank also offers additional training for those interested in deepening their understanding of AI. Several of Citi's competitors, including JPMorgan and Bank of America, have also invested heavily in AI training. JPMorgan has made AI training a mandatory part of onboarding for all new hires, while Bank of America reported that over 90% of its global workforce uses AI tools daily.

Wells Fargo has similarly trained employees through Stanford’s Human-Centered AI program. Wells Fargo CIO Chintan Mehta mentioned that their virtual assistant app, Fargo, has managed millions of interactions since its launch and could potentially handle millions more annually as the technology advances.

Gary Lamach, SVP of strategy and growth at ELB Learning, believes that while mandating AI training is a good start, it won't automatically lead to significant results. He emphasized that many organizations view AI as a box to tick, launching tools or offering isolated training sessions without achieving real transformation. Lamach added that ongoing investment in people is what distinguishes companies that simply implement AI for compliance from those that empower their staff to navigate the evolving work landscape.

The future of finance, according to Lamach, will depend on leaders who empower their employees to use AI tools effectively, ensuring that these technologies are as impactful as the individuals using them.