Bank of Ireland expands AI and data training as new research shows strong public demand for better fraud prevention and faster service through artificial intelligence.
Bank of Ireland is accelerating its investment in artificial intelligence skills across its workforce after new research found that nearly three quarters of people believe banks and utility companies should train employees in AI.
The survey, carried out by Red C and published on 12 March, shows that 72% of respondents view AI training as important for organisations that handle essential services.
“Delivering on customer expectations starts with upskilling our people”
The findings underline a growing expectation that companies deploying new technologies must also invest in the people who support and operate them.
Customers ranked fraud detection and the faster resolution of queries as the areas where they see the greatest value from AI. Sixty% of respondents believe AI can help banks, retailers and utility companies detect and prevent fraud, while almost half said it could speed up service delivery.
AI in banking
Bank of Ireland has already incorporated AI into several core operations. In 2025 its machine learning systems assessed about one billion card transactions and helped prevent €9.7mn in fraud.
Its spending insights tools produced 127 million personalised prompts for customers, and AI-enabled support in contact centres reduced call transfers by 40% by directing customers more efficiently to the right teams.
Billy O’Connell, the Bank’s chief strategy officer, said customers were clear about where they see the benefits.
“Our research shows customers expect AI to deliver faster, more seamless service while strengthening fraud protection,” he said. “We are already seeing benefits for our customers in areas including fraud prevention and in our customer contact centre, where AI tools are helping our colleagues analyse calls and find solutions more quickly.”
Around a fifth of the bank’s employees have already taken part in AI or data‑fluency training. More than 1,100 colleagues have completed programmes in data fluency and literacy, and over 100 have progressed to advanced data analyst level through a partnership with University College Dublin.
A further 1,200 employees are currently engaging with the bank’s AI Academy, which focuses on practical applications of artificial intelligence in financial services.
“Delivering on customer expectations starts with upskilling our people,” O’Connell said. “By investing now in the skills of our colleagues, we are building a bank that is ready for the future. There has been significant interest in this training from our colleagues to date, and we are building on this with further opportunities to develop data and AI fluency throughout the year.”
The Bank has also selected an additional cohort to participate in the Cambridge Spark AI programme, aimed at developing advanced expertise among employees who will influence future AI strategy. Further organisation-wide immersion in AI skills is planned for the year ahead.
Bank of Ireland said its investment in training reflects a commitment to responsible innovation, ensuring that as new technologies are deployed, employees are equipped to use them in ways that improve customer outcomes and strengthen the organisation’s data culture.
Research for the survey was conducted by Red C among 1,302 adults across Ireland between 29 January and 3 February 2026.
Top image: Bank of Ireland colleagues Dahlia McChesney, Senior Data Analyst; Carl Kane, Group Data Culture Lead; and Pooja Amarnath, Data Analytics Manager Dahlia McChesney, Senior Data Analyst
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