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[Перевод] Как внедряет ИИ крупнейший банк США JPMorgan. Интервью WSJ с руководителем внедрения ИИ

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Тереза Хайтсенретер, руководящая внедрением ИИ в крупнейшем банке Америки, о том, что это означает для тысяч сотрудников и миллионов клиентов Chase Bank.

Американские банки уже много лет используют искусственный интеллект для выявления мошенничества. Однако JPMorgan Chase, крупнейший банк страны, делает еще более серьезную ставку на ИИ, ставя его в центр работы своих 300 000 сотрудников.

Дисклеймер: это вольный перевод интервью, которое взял Александр Саиди для издания The Wall Street Journal. Перевод подготовила редакция «Технократии». Чтобы не пропустить анонс новых материалов подпишитесь на «Голос Технократии» — мы регулярно рассказываем о новостях про AI, LLM и RAG, а также делимся полезными мастридами и актуальными событиями.

Обсудить пилот или задать вопрос об LLM можно здесь.

За последний год JPMorgan внедрил инструмент под названием LLM Suite для большинства своих сотрудников, предоставляя им доступ к генеративному искусственному интеллекту от OpenAI и других разработчиков. Банк также интегрирует ИИ в контактные центры, помогая агентам эффективнее взаимодействовать с клиентами Chase Bank.

В 2023 году Тереза Хайтсенретер, директор по данным и аналитике JPMorgan, была назначена курировать стратегию банка в области ИИ. Она не инженер-программист и не технолог, но более чем за 20 лет работы в ключевых подразделениях JPMorgan сумела определить, где технологии могут принести наибольшую пользу для повышения продуктивности. Кроме того, она завоевала доверие руководства банка.

«Когда волна генеративного ИИ начала набирать обороты, мы хотели, чтобы за этим процессом следил человек, занимающийся исключительно этим вопросом на уровне [генерального директора] Джейми Даймона, учитывая стратегическую значимость технологии для будущего компании», — отмечает Хайтсенретер.

Она рассказала о том, как, по ее мнению, искусственный интеллект будет развиваться в JPMorgan в ближайшие годы.

Как часто сотрудники используют LLM Suite?

На данный момент 200 000 сотрудников банка имеют доступ к этому инструменту. Половина из них активно используют его ежедневно, а в среднем работники обращаются к нему от одного до двух часов в неделю.

Как генеративный ИИ трансформирует работу в JPMorgan?

Возьмем любой процесс в банке, где сотрудники готовятся к встречам с клиентами. Сегодня огромные команды собирают справочные материалы и проверяют, чтобы все были должным образом подготовлены. ИИ позволяет ускорить этот процесс. Мы видим его пользу в юридических отделах, в подразделениях, работающих с большим объемом документов и данных. Это настоящий инструмент экономии времени. То же самое касается и контактных центров.

Как ИИ используется в контактных центрах?

ИИ уже давно помогает операторам отвечать на вопросы клиентов. Но в сочетании с новыми языковыми моделями он становится еще эффективнее. Представьте, что клиент звонит по поводу автокредита, ипотеки, счета или кредитной карты. Оператор должен мгновенно ориентироваться во всех этих продуктах. Новые модели позволяют агентам быстрее находить информацию, отвечать точнее и оперативнее.

Планирует ли JPMorgan разрабатывать собственные языковые модели?

Скорее всего, нет. Масштаб таких моделей, объем данных для их обучения и затраты на разработку огромны. Уже существует несколько мощных моделей, с которыми можно работать, и они впечатляют. Наша уникальность заключается не в создании собственной модели, а в том, как мы применяем существующие технологии в сочетании с нашими данными.

Видите ли вы ощутимый рост продуктивности благодаря ИИ?

Мы только в начале пути. Сначала мы просто даем людям инструмент, чтобы они могли задавать вопросы и получать ответы. Это уже порождает идеи, инновации и повышение эффективности.

Второй этап — это интеграция моделей с процессами JPMorgan: нашими политиками, процедурами и знаниями о клиентах. Таким образом, ИИ начинает работать с данными, уникальными для банка.

Третий этап, до которого мы пока не дошли, — это способность моделей к более сложному рассуждению. Они смогут анализировать задачу так, как это сделал бы человек, определяя, какие ресурсы необходимы: обратиться ли к базе банка, интернету или внешним системам. Это позволит ИИ моделировать рабочий процесс аналитика в инвестиционном банкинге или специалиста по клиентскому обслуживанию, обучаясь их методам решения задач.

При этом мы всегда будем оставлять человека в процессе проверки работы моделей. По крайней мере, на данном этапе мы не планируем полностью автономные системы.

Какие технологические инновации окажут наибольшее влияние?

Пока сложно сказать, но изменения неизбежны. Однако это не означает массовое сокращение сотрудников. В отличие от предыдущих технологических волн, которые в основном автоматизировали рутинные, повторяющиеся задачи, этот инструмент применим практически во всех сферах. Мы рассматриваем его как средство усиления работы человека, а не замены его.

Какие технологические инновации окажут наибольшее влияние?

ИИ-модели обучены на общедоступных данных, но у них нет доступа к информации, специфичной для предприятия. Именно это становится ключевым фактором, определяющим, насколько JPMorgan сможет эффективно использовать ИИ по сравнению с конкурентами. Наш главный фокус — безопасное и эффективное использование внутренних знаний банка.

Начали ли вы интеграцию моделей с закрытыми данными JPMorgan?

Да, этот процесс уже идет, но мы действуем крайне осторожно. Приоритетом остается защита данных и конфиденциальность.

Как вы контролируете ИИ, чтобы избежать нежелательных последствий?

Мы разработали строгие механизмы контроля за всеми аспектами использования ИИ. Каждый новый сценарий применения проходит тщательную проверку. Некоторые модели работают в строго ограниченных рамках, например, при принятии решений по кредитованию, где важно полностью отслеживать их работу.

В то же время крупные языковые модели — это своего рода «черный ящик». Они не подходят для критически важных решений, но могут быть полезны в менее рискованных сценариях, например, при составлении маршрута поездки для клиентов Chase Travel. Главное — использовать правильный инструмент для конкретной задачи и обеспечивать соответствующий уровень контроля.

Как клиенты JPMorgan могут использовать ИИ-решения банка?

ИИ позволяет масштабировать сервис и повышать персонализацию. Большинство клиентов предпочли бы получить ответ на свой вопрос онлайн, без необходимости звонить в банк. ИИ помогает быстрее распознавать запросы и находить нужные ответы в цифровых каналах.

В каких сферах уже видны положительные результаты от инвестиций в ИИ?

Я бы сказал наоборот: трудно найти область, где этого не происходит.

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    Writing this review is a joy. Marie has provided excellent service ever since I started working with her in early 2018. I was worried I wouldn't be able to get my coins back after they were stolen by hackers. I had no idea where to begin, therefore it was a nightmare for me. However, things became easier for me after my friend sent me to [email protected] and +1 7127594675 on WhatsApp. I'm happy that she was able to retrieve my bitcoin so that I could resume trading.

  • 13.10.25 01:11 elizabethrush89

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  • 13.10.25 01:11 elizabethrush89

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  • 14.10.25 01:15 tyleradams

    Hi. Please be wise, do not make the same mistake I had made in the past, I was a victim of bitcoin scam, I saw a glamorous review showering praises and marketing an investment firm, I reached out to them on what their contracts are, and I invested $28,000, which I was promised to get my first 15% profit in weeks, when it’s time to get my profits, I got to know the company was bogus, they kept asking me to invest more and I ran out of patience then requested to have my money back, they refused to answer nor refund my funds, not until a friend of mine introduced me to the NVIDIA TECH HACKERS, so I reached out and after tabling my complaints, they were swift to action and within 36 hours I got back my funds with the due profit. I couldn’t contain the joy in me. I urge you guys to reach out to NVIDIA TECH HACKERS on their email: [email protected]

  • 14.10.25 08:46 robertalfred175

    CRYPTO SCAM RECOVERY SUCCESSFUL – A TESTIMONIAL OF LOST PASSWORD TO YOUR DIGITAL WALLET BACK. My name is Robert Alfred, Am from Australia. I’m sharing my experience in the hope that it helps others who have been victims of crypto scams. A few months ago, I fell victim to a fraudulent crypto investment scheme linked to a broker company. I had invested heavily during a time when Bitcoin prices were rising, thinking it was a good opportunity. Unfortunately, I was scammed out of $120,000 AUD and the broker denied me access to my digital wallet and assets. It was a devastating experience that caused many sleepless nights. Crypto scams are increasingly common and often involve fake trading platforms, phishing attacks, and misleading investment opportunities. In my desperation, a friend from the crypto community recommended Capital Crypto Recovery Service, known for helping victims recover lost or stolen funds. After doing some research and reading multiple positive reviews, I reached out to Capital Crypto Recovery. I provided all the necessary information—wallet addresses, transaction history, and communication logs. Their expert team responded immediately and began investigating. Using advanced blockchain tracking techniques, they were able to trace the stolen Dogecoin, identify the scammer’s wallet, and coordinate with relevant authorities to freeze the funds before they could be moved. Incredibly, within 24 hours, Capital Crypto Recovery successfully recovered the majority of my stolen crypto assets. I was beyond relieved and truly grateful. Their professionalism, transparency, and constant communication throughout the process gave me hope during a very difficult time. If you’ve been a victim of a crypto scam, I highly recommend them with full confidence contacting: 📧 Email: [email protected] 📱 Telegram: @Capitalcryptorecover Contact: [email protected] 📞 Call/Text: +1 (336) 390-6684 🌐 Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 14.10.25 08:46 robertalfred175

    CRYPTO SCAM RECOVERY SUCCESSFUL – A TESTIMONIAL OF LOST PASSWORD TO YOUR DIGITAL WALLET BACK. My name is Robert Alfred, Am from Australia. I’m sharing my experience in the hope that it helps others who have been victims of crypto scams. A few months ago, I fell victim to a fraudulent crypto investment scheme linked to a broker company. I had invested heavily during a time when Bitcoin prices were rising, thinking it was a good opportunity. Unfortunately, I was scammed out of $120,000 AUD and the broker denied me access to my digital wallet and assets. It was a devastating experience that caused many sleepless nights. Crypto scams are increasingly common and often involve fake trading platforms, phishing attacks, and misleading investment opportunities. In my desperation, a friend from the crypto community recommended Capital Crypto Recovery Service, known for helping victims recover lost or stolen funds. After doing some research and reading multiple positive reviews, I reached out to Capital Crypto Recovery. I provided all the necessary information—wallet addresses, transaction history, and communication logs. Their expert team responded immediately and began investigating. Using advanced blockchain tracking techniques, they were able to trace the stolen Dogecoin, identify the scammer’s wallet, and coordinate with relevant authorities to freeze the funds before they could be moved. Incredibly, within 24 hours, Capital Crypto Recovery successfully recovered the majority of my stolen crypto assets. I was beyond relieved and truly grateful. Their professionalism, transparency, and constant communication throughout the process gave me hope during a very difficult time. If you’ve been a victim of a crypto scam, I highly recommend them with full confidence contacting: 📧 Email: [email protected] 📱 Telegram: @Capitalcryptorecover Contact: [email protected] 📞 Call/Text: +1 (336) 390-6684 🌐 Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 14.10.25 08:46 robertalfred175

    CRYPTO SCAM RECOVERY SUCCESSFUL – A TESTIMONIAL OF LOST PASSWORD TO YOUR DIGITAL WALLET BACK. My name is Robert Alfred, Am from Australia. I’m sharing my experience in the hope that it helps others who have been victims of crypto scams. A few months ago, I fell victim to a fraudulent crypto investment scheme linked to a broker company. I had invested heavily during a time when Bitcoin prices were rising, thinking it was a good opportunity. Unfortunately, I was scammed out of $120,000 AUD and the broker denied me access to my digital wallet and assets. It was a devastating experience that caused many sleepless nights. Crypto scams are increasingly common and often involve fake trading platforms, phishing attacks, and misleading investment opportunities. In my desperation, a friend from the crypto community recommended Capital Crypto Recovery Service, known for helping victims recover lost or stolen funds. After doing some research and reading multiple positive reviews, I reached out to Capital Crypto Recovery. I provided all the necessary information—wallet addresses, transaction history, and communication logs. Their expert team responded immediately and began investigating. Using advanced blockchain tracking techniques, they were able to trace the stolen Dogecoin, identify the scammer’s wallet, and coordinate with relevant authorities to freeze the funds before they could be moved. Incredibly, within 24 hours, Capital Crypto Recovery successfully recovered the majority of my stolen crypto assets. I was beyond relieved and truly grateful. Their professionalism, transparency, and constant communication throughout the process gave me hope during a very difficult time. If you’ve been a victim of a crypto scam, I highly recommend them with full confidence contacting: 📧 Email: [email protected] 📱 Telegram: @Capitalcryptorecover Contact: [email protected] 📞 Call/Text: +1 (336) 390-6684 🌐 Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 15.10.25 18:07 crypto

    Cryptocurrency's digital realm presents many opportunities, but it also conceals complex frauds. It is quite painful to lose your cryptocurrency to scam. You can feel harassed and lost as a result. If you have been the victim of a cryptocurrency scam, this guide explains what to do ASAP. Following these procedures will help you avoid further issues or get your money back. Communication with Marie ([email protected] and WhatsApp: +1 7127594675) can make all the difference.

  • 15.10.25 21:52 harristhomas7376

    "In the crypto world, this is great news I want to share. Last year, I fell victim to a scam disguised as a safe investment option. I have invested in crypto trading platforms for about 10yrs thinking I was ensuring myself a retirement income, only to find that all my assets were either frozen, I believed my assets were secure — until I discovered that my BTC funds had been frozen and withdrawals were impossible. It was a devastating moment when I realized I had been scammed, and I thought my Bitcoin was gone forever, Everything changed when a close friend recommended the Capital Crypto Recover Service. Their professionalism, expertise, and dedication enabled me to recover my lost Bitcoin funds back — more than €560.000 DEM to my BTC wallet. What once felt impossible became a reality thanks to their support. If you have lost Bitcoin through scams, hacking, failed withdrawals, or similar challenges, don’t lose hope. I strongly recommend Capital Crypto Recover Service to anyone seeking a reliable and effective solution for recovering any wallet assets. They have a proven track record of successful reputation in recovering lost password assets for their clients and can help you navigate the process of recovering your funds. Don’t let scammers get away with your hard-earned money – contact Email: [email protected] Phone CALL/Text Number: +1 (336) 390-6684 Contact: [email protected] Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 15.10.25 21:52 harristhomas7376

    "In the crypto world, this is great news I want to share. Last year, I fell victim to a scam disguised as a safe investment option. I have invested in crypto trading platforms for about 10yrs thinking I was ensuring myself a retirement income, only to find that all my assets were either frozen, I believed my assets were secure — until I discovered that my BTC funds had been frozen and withdrawals were impossible. It was a devastating moment when I realized I had been scammed, and I thought my Bitcoin was gone forever, Everything changed when a close friend recommended the Capital Crypto Recover Service. Their professionalism, expertise, and dedication enabled me to recover my lost Bitcoin funds back — more than €560.000 DEM to my BTC wallet. What once felt impossible became a reality thanks to their support. If you have lost Bitcoin through scams, hacking, failed withdrawals, or similar challenges, don’t lose hope. I strongly recommend Capital Crypto Recover Service to anyone seeking a reliable and effective solution for recovering any wallet assets. They have a proven track record of successful reputation in recovering lost password assets for their clients and can help you navigate the process of recovering your funds. Don’t let scammers get away with your hard-earned money – contact Email: [email protected] Phone CALL/Text Number: +1 (336) 390-6684 Contact: [email protected] Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 17.10.25 20:17 tyleradams

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  • 17.10.25 20:20 lindseyvonn

    Have you gotten yourself involved in a cryptocurrency scam or any scam at all? If yes, know that you are not alone, there are a lot of people in this same situation. I'm a Health Worker and was a victim of a cryptocurrency scam that cost me a lot of money. This happened a few weeks ago, there’s only one solution which is to talk to the right people, if you don’t do this you will end up being really depressed. I was really devastated until went on LinkedIn one evening after my work hours and i saw lots of reviews popped up on my feed about [email protected], I sent an email to the team who came highly recommended - [email protected] I started seeing some hope for myself from the moment I sent them an email. The good part is they made the entire process stress free for me, i literally sat and waited for them to finish and I received what I lost in my wallet

  • 17.10.25 20:22 richardcharles

    I would recommend NVIDIA TECH HACKERS to anyone that needs this service. I decided to get into crypto investment and I ended up getting my crypto lost to an investor late last year. The guy who was supposed to be managing my account turned out to be a scammer all along. I invested 56,000 USD and at first, my reading and profit margins were looking good. I started getting worried when I couldn’t make withdrawals and realized that I’ve been scammed. I came across some of the testimonials that people said about NVIDIA TECH HACKERS and how helpful he has been in recovering their funds. I immediately contacted him in his mail at [email protected] so I can get his assistance. One week into the recovery process the funds were traced and recovered back from the scammer. I can't appreciate him enough for his professionalism.

  • 17.10.25 20:23 stevekalfman

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  • 17.10.25 21:42 marcushenderson624

    Bitcoin Recovery Testimonial After falling victim to a cryptocurrency scam group, I lost $354,000 worth of USDT. I thought all hope was lost from the experience of losing my hard-earned money to scammers. I was devastated and believed there was no way to recover my funds. Fortunately, I started searching for help to recover my stolen funds and I came across a lot of testimonials online about Capital Crypto Recovery, an agent who helps in recovery of lost bitcoin funds, I contacted Capital Crypto Recover Service, and with their expertise, they successfully traced and recovered my stolen assets. Their team was professional, kept me updated throughout the process, and demonstrated a deep understanding of blockchain transactions and recovery protocols. They are trusted and very reliable with a 100% successful rate record Recovery bitcoin, I’m grateful for their help and highly recommend their services to anyone seeking assistance with lost crypto. Contact: [email protected] Phone CALL/Text Number: +1 (336) 390-6684 Email: [email protected] Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 17.10.25 21:42 marcushenderson624

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  • 17.10.25 21:42 marcushenderson624

    Bitcoin Recovery Testimonial After falling victim to a cryptocurrency scam group, I lost $354,000 worth of USDT. I thought all hope was lost from the experience of losing my hard-earned money to scammers. I was devastated and believed there was no way to recover my funds. Fortunately, I started searching for help to recover my stolen funds and I came across a lot of testimonials online about Capital Crypto Recovery, an agent who helps in recovery of lost bitcoin funds, I contacted Capital Crypto Recover Service, and with their expertise, they successfully traced and recovered my stolen assets. Their team was professional, kept me updated throughout the process, and demonstrated a deep understanding of blockchain transactions and recovery protocols. They are trusted and very reliable with a 100% successful rate record Recovery bitcoin, I’m grateful for their help and highly recommend their services to anyone seeking assistance with lost crypto. Contact: [email protected] Phone CALL/Text Number: +1 (336) 390-6684 Email: [email protected] Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

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