Citi Retrains Employees in AI Prompting

Citi is launching an AI training initiative to educate its employees on crafting superior prompts for the bank's generative AI platforms. Tim Ryan, Citi’s head of technology and business enablement, along with Anand Selva, the bank’s chief operating officer, emphasized the importance of expertly written prompts in an internal communication. They also introduced mandatory AI training for a large segment of their staff. According to American Banker, the memo was distributed to 175,000 individuals across 80 locations.

A company representative verified that the goal of this training is to improve AI prompting skills within its workforce. Peter Fox, head of learning at Citi, explained that the training aims to show colleagues the impact of effective prompting versus basic prompting. The adaptive learning platform adjusts the training to suit each employee's current understanding. Experts might finish in less than 10 minutes, while those with less experience could take about 30 minutes.

Citi noted significant employee engagement with its AI tools; staff have entered over 6.5 million prompts this year. Ryan and Selva stated that a well-composed prompt could enhance work speed, uncover insights, and amplify impact, similar to how the right question can provide clarity in a client meeting, according to American Banker.

The Democratization of AI Skills

Experts suggest that making AI skills more widespread is a major cultural shift in both the banking sector and other professional industries. Christina Muller, a workplace mental health expert and consultant at R3 Continuum, noted the importance of training to reassure employees that AI is intended to assist, not replace them. Accenture CEO Jule Sweet recently mentioned her company was letting go of some employees who couldn't adapt to new tech. Similarly, Walmart CEO Doug McMillon stated that AI would have an impact on nearly all positions at the retailer.

Citi's large-scale AI adoption is reportedly transforming tasks that once took hours into ones completed in minutes. The memo stated that this shift signifies a new approach to work. Gary Lamach, SVP of strategy and growth at ELB Learning, believes that while mandating AI training is a good starting point, it won’t automatically yield substantial results in finance. Lamach added that many organizations view AI as simply a box to tick, launching a tool or offering isolated training sessions without achieving real transformation.

Citi's Continuous Upskilling Process

Citi’s Fox said the AI prompt training is a component of a continuous upskilling process for all employees. The company also provides extra training for those wanting to learn more about AI in general. Several of Citi's rivals have also invested in AI training. Since 2024, JPMorgan has made AI training a required part of onboarding for all new hires, including prompt engineering and AI tool skills. Bank of America stated in April that over 90% of its global workforce is using AI tools in their daily work, supported by both optional and required training programs. Wells Fargo has also trained employees in 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 manage millions more annually as the technology advances.

Lamach believes that these technologies are only as effective as the individuals using them. He added that ongoing investment in people distinguishes companies that merely implement AI for compliance from those that empower their staff to navigate the evolving work landscape. Lamach stated that the future of finance will depend on leaders who empower employees to use these tools effectively.