Leveraging artificial intelligence for payments efficiency

A number of change drivers are putting pressure on institutions in the payments business, from increasing compliance obligations, to more demanding customers and new sources of competition, to the move to real-time 24x7 payments and the need to modernise legacy systems. In order to respond to these drivers for change, financial institutions need to have the highest levels of efficiency across key activities like payments processing, customer on-boarding, product innovation, time to market and sanctions screening, AML and fraud detection.

But what can institutions do if they have implemented the full extent of the automation possible using traditional systems? Are there alternatives to simply throwing more people at the unautomated aspects in the hope of driving further efficiency that way?

Here, artificial intelligence (AI) could play an increasingly important role. In the financial services domain, intelligent systems can simulate the characteristics of the human brain to demonstrate AI. Natural Language Processing, for example, enables information presented by human beings in free format text to be understood and acted upon by computers, while Machine Learning enables computers to remember repeated past experiences and to perform past actions automatically in a controlled and supervised manner, and Knowledge-Based Systems use common sense and domain specific information to make automated decisions, simulating intelligent behaviour in a well-defined domain.

Where are the opportunities to deploy AI in payments processing, and what progress has been made with the adoption of AI in this space so far? You are invited to share your views on this important topic by completing the survey on the following pages.

Responses are invited from Financial Institutions, Innovation Groups (Fintechs, Incubators & Accelerators) and Corporates.

The survey will be used to produce a report that will feature only anonymised and aggregated data. Individual responses are strictly confidential and your details will not be passed on to any third parties.

Participants completing the survey in full will be entered in to a draw to win an Apple MacBook Air.

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* First name

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* Organisation

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* 1. How challenging is it for your organisation to respond to the following change drivers in the payments business?

	Impossible	Very challenging	Somewhat challenging	A little challenging	Not challenging
Increasing compliance demands	Increasing compliance demands Impossible	Increasing compliance demands Very challenging	Increasing compliance demands Somewhat challenging	Increasing compliance demands A little challenging	Increasing compliance demands Not challenging
Increased competition from the wealth of new entrants into the market	Increased competition from the wealth of new entrants into the market Impossible	Increased competition from the wealth of new entrants into the market Very challenging	Increased competition from the wealth of new entrants into the market Somewhat challenging	Increased competition from the wealth of new entrants into the market A little challenging	Increased competition from the wealth of new entrants into the market Not challenging
Real-time payments with 24x7 availability	Real-time payments with 24x7 availability Impossible	Real-time payments with 24x7 availability Very challenging	Real-time payments with 24x7 availability Somewhat challenging	Real-time payments with 24x7 availability A little challenging	Real-time payments with 24x7 availability Not challenging
Legacy system transformation	Legacy system transformation Impossible	Legacy system transformation Very challenging	Legacy system transformation Somewhat challenging	Legacy system transformation A little challenging	Legacy system transformation Not challenging
Increasing customer demands e.g. for ease of use	Increasing customer demands e.g. for ease of use Impossible	Increasing customer demands e.g. for ease of use Very challenging	Increasing customer demands e.g. for ease of use Somewhat challenging	Increasing customer demands e.g. for ease of use A little challenging	Increasing customer demands e.g. for ease of use Not challenging
Drive to reduce time to market	Drive to reduce time to market Impossible	Drive to reduce time to market Very challenging	Drive to reduce time to market Somewhat challenging	Drive to reduce time to market A little challenging	Drive to reduce time to market Not challenging

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* 2. Which of the following best describes the current technology in your payments business?

	Highly inefficient	Some inefficiency	Efficient	Highly efficient
Payments processing	Payments processing Highly inefficient	Payments processing Some inefficiency	Payments processing Efficient	Payments processing Highly efficient
On-boarding	On-boarding Highly inefficient	On-boarding Some inefficiency	On-boarding Efficient	On-boarding Highly efficient
Product innovation	Product innovation Highly inefficient	Product innovation Some inefficiency	Product innovation Efficient	Product innovation Highly efficient
Time to market	Time to market Highly inefficient	Time to market Some inefficiency	Time to market Efficient	Time to market Highly efficient
Customer retention	Customer retention Highly inefficient	Customer retention Some inefficiency	Customer retention Efficient	Customer retention Highly efficient
Sanctions Screening/AML/Fraud	Sanctions Screening/AML/Fraud Highly inefficient	Sanctions Screening/AML/Fraud Some inefficiency	Sanctions Screening/AML/Fraud Efficient	Sanctions Screening/AML/Fraud Highly efficient

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* 3. Which of the following best describes the current technology in your payments processing operations?

	Highly inefficient	Some inefficiency	Efficient	Highly efficient
Payment Initiation	Payment Initiation Highly inefficient	Payment Initiation Some inefficiency	Payment Initiation Efficient	Payment Initiation Highly efficient
Validation/Authorization	Validation/Authorization Highly inefficient	Validation/Authorization Some inefficiency	Validation/Authorization Efficient	Validation/Authorization Highly efficient
Repairs/Exceptions	Repairs/Exceptions Highly inefficient	Repairs/Exceptions Some inefficiency	Repairs/Exceptions Efficient	Repairs/Exceptions Highly efficient
Routing	Routing Highly inefficient	Routing Some inefficiency	Routing Efficient	Routing Highly efficient
Reconciliation	Reconciliation Highly inefficient	Reconciliation Some inefficiency	Reconciliation Efficient	Reconciliation Highly efficient
Investigations	Investigations Highly inefficient	Investigations Some inefficiency	Investigations Efficient	Investigations Highly efficient

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* 4. Which of the options below best describes your chosen solution to reduce inefficiencies in your payments business and payments processing operations? Please answer only those sections that are applicable to your business.

	Grow headcount to enable more manual processing	Building and implementing in-house technology solution	Leveraging a third-party technology solution	Currently evaluating new technologies to solve the problem	No current plans to address inefficiencies
Payments business - Payments processing	Payments business - Payments processing Grow headcount to enable more manual processing	Payments business - Payments processing Building and implementing in-house technology solution	Payments business - Payments processing Leveraging a third-party technology solution	Payments business - Payments processing Currently evaluating new technologies to solve the problem	Payments business - Payments processing No current plans to address inefficiencies
Payments business - On-boarding	Payments business - On-boarding Grow headcount to enable more manual processing	Payments business - On-boarding Building and implementing in-house technology solution	Payments business - On-boarding Leveraging a third-party technology solution	Payments business - On-boarding Currently evaluating new technologies to solve the problem	Payments business - On-boarding No current plans to address inefficiencies
Payments business - Product innovation	Payments business - Product innovation Grow headcount to enable more manual processing	Payments business - Product innovation Building and implementing in-house technology solution	Payments business - Product innovation Leveraging a third-party technology solution	Payments business - Product innovation Currently evaluating new technologies to solve the problem	Payments business - Product innovation No current plans to address inefficiencies
Payments business - Time to market	Payments business - Time to market Grow headcount to enable more manual processing	Payments business - Time to market Building and implementing in-house technology solution	Payments business - Time to market Leveraging a third-party technology solution	Payments business - Time to market Currently evaluating new technologies to solve the problem	Payments business - Time to market No current plans to address inefficiencies
Payments business - Customer retention	Payments business - Customer retention Grow headcount to enable more manual processing	Payments business - Customer retention Building and implementing in-house technology solution	Payments business - Customer retention Leveraging a third-party technology solution	Payments business - Customer retention Currently evaluating new technologies to solve the problem	Payments business - Customer retention No current plans to address inefficiencies
Payments business - Sanctions screening/AML/fraud	Payments business - Sanctions screening/AML/fraud Grow headcount to enable more manual processing	Payments business - Sanctions screening/AML/fraud Building and implementing in-house technology solution	Payments business - Sanctions screening/AML/fraud Leveraging a third-party technology solution	Payments business - Sanctions screening/AML/fraud Currently evaluating new technologies to solve the problem	Payments business - Sanctions screening/AML/fraud No current plans to address inefficiencies
Payments processing - Payment Initiation	Payments processing - Payment Initiation Grow headcount to enable more manual processing	Payments processing - Payment Initiation Building and implementing in-house technology solution	Payments processing - Payment Initiation Leveraging a third-party technology solution	Payments processing - Payment Initiation Currently evaluating new technologies to solve the problem	Payments processing - Payment Initiation No current plans to address inefficiencies
Payments processing - Validation/ Authorization	Payments processing - Validation/ Authorization Grow headcount to enable more manual processing	Payments processing - Validation/ Authorization Building and implementing in-house technology solution	Payments processing - Validation/ Authorization Leveraging a third-party technology solution	Payments processing - Validation/ Authorization Currently evaluating new technologies to solve the problem	Payments processing - Validation/ Authorization No current plans to address inefficiencies
Payments processing - Repairs / Exceptions	Payments processing - Repairs / Exceptions Grow headcount to enable more manual processing	Payments processing - Repairs / Exceptions Building and implementing in-house technology solution	Payments processing - Repairs / Exceptions Leveraging a third-party technology solution	Payments processing - Repairs / Exceptions Currently evaluating new technologies to solve the problem	Payments processing - Repairs / Exceptions No current plans to address inefficiencies
Payments processing - Routing	Payments processing - Routing Grow headcount to enable more manual processing	Payments processing - Routing Building and implementing in-house technology solution	Payments processing - Routing Leveraging a third-party technology solution	Payments processing - Routing Currently evaluating new technologies to solve the problem	Payments processing - Routing No current plans to address inefficiencies
Payments processing - Reconciliation	Payments processing - Reconciliation Grow headcount to enable more manual processing	Payments processing - Reconciliation Building and implementing in-house technology solution	Payments processing - Reconciliation Leveraging a third-party technology solution	Payments processing - Reconciliation Currently evaluating new technologies to solve the problem	Payments processing - Reconciliation No current plans to address inefficiencies
Payments processing - Investigations	Payments processing - Investigations Grow headcount to enable more manual processing	Payments processing - Investigations Building and implementing in-house technology solution	Payments processing - Investigations Leveraging a third-party technology solution	Payments processing - Investigations Currently evaluating new technologies to solve the problem	Payments processing - Investigations No current plans to address inefficiencies

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* 5. Please indicate your level of agreement with the following statements about artificial intelligence (AI)

	Strongly Disagree	Disagree	Slightly Disagree	Slightly Agree	Agree	Strongly Agree
AI is all hype and buzzwords; I don’t see how it can help me in my payments operations	AI is all hype and buzzwords; I don’t see how it can help me in my payments operations Strongly Disagree	AI is all hype and buzzwords; I don’t see how it can help me in my payments operations Disagree	AI is all hype and buzzwords; I don’t see how it can help me in my payments operations Slightly Disagree	AI is all hype and buzzwords; I don’t see how it can help me in my payments operations Slightly Agree	AI is all hype and buzzwords; I don’t see how it can help me in my payments operations Agree	AI is all hype and buzzwords; I don’t see how it can help me in my payments operations Strongly Agree
I would struggle to get management buy-in to implement something as unproven as AI in critical payments processes	I would struggle to get management buy-in to implement something as unproven as AI in critical payments processes Strongly Disagree	I would struggle to get management buy-in to implement something as unproven as AI in critical payments processes Disagree	I would struggle to get management buy-in to implement something as unproven as AI in critical payments processes Slightly Disagree	I would struggle to get management buy-in to implement something as unproven as AI in critical payments processes Slightly Agree	I would struggle to get management buy-in to implement something as unproven as AI in critical payments processes Agree	I would struggle to get management buy-in to implement something as unproven as AI in critical payments processes Strongly Agree
I see strong potential for AI to tackle the remaining inefficiencies in my payments processing activities	I see strong potential for AI to tackle the remaining inefficiencies in my payments processing activities Strongly Disagree	I see strong potential for AI to tackle the remaining inefficiencies in my payments processing activities Disagree	I see strong potential for AI to tackle the remaining inefficiencies in my payments processing activities Slightly Disagree	I see strong potential for AI to tackle the remaining inefficiencies in my payments processing activities Slightly Agree	I see strong potential for AI to tackle the remaining inefficiencies in my payments processing activities Agree	I see strong potential for AI to tackle the remaining inefficiencies in my payments processing activities Strongly Agree
I know that AI is a proven solution in banking and I believe it can be relied up on in payments processing	I know that AI is a proven solution in banking and I believe it can be relied up on in payments processing Strongly Disagree	I know that AI is a proven solution in banking and I believe it can be relied up on in payments processing Disagree	I know that AI is a proven solution in banking and I believe it can be relied up on in payments processing Slightly Disagree	I know that AI is a proven solution in banking and I believe it can be relied up on in payments processing Slightly Agree	I know that AI is a proven solution in banking and I believe it can be relied up on in payments processing Agree	I know that AI is a proven solution in banking and I believe it can be relied up on in payments processing Strongly Agree
AI is an integral part of our payments processing infrastructure already	AI is an integral part of our payments processing infrastructure already Strongly Disagree	AI is an integral part of our payments processing infrastructure already Disagree	AI is an integral part of our payments processing infrastructure already Slightly Disagree	AI is an integral part of our payments processing infrastructure already Slightly Agree	AI is an integral part of our payments processing infrastructure already Agree	AI is an integral part of our payments processing infrastructure already Strongly Agree

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* 6. Do you have AI technologies currently deployed in any of the following areas of your payments business or payments processing operations? Please answer only those sections that are applicable to your business.

	Yes – internal solution	Yes – external solution	Currently exploring options	No
Payments business - Payments processing	Payments business - Payments processing Yes – internal solution	Payments business - Payments processing Yes – external solution	Payments business - Payments processing Currently exploring options	Payments business - Payments processing No
Payments business - On-boarding	Payments business - On-boarding Yes – internal solution	Payments business - On-boarding Yes – external solution	Payments business - On-boarding Currently exploring options	Payments business - On-boarding No
Payments business - Product innovation	Payments business - Product innovation Yes – internal solution	Payments business - Product innovation Yes – external solution	Payments business - Product innovation Currently exploring options	Payments business - Product innovation No
Payments business - Time to market	Payments business - Time to market Yes – internal solution	Payments business - Time to market Yes – external solution	Payments business - Time to market Currently exploring options	Payments business - Time to market No
Payments business - Customer retention	Payments business - Customer retention Yes – internal solution	Payments business - Customer retention Yes – external solution	Payments business - Customer retention Currently exploring options	Payments business - Customer retention No
Payments business - Sanctions screening/AML/fraud	Payments business - Sanctions screening/AML/fraud Yes – internal solution	Payments business - Sanctions screening/AML/fraud Yes – external solution	Payments business - Sanctions screening/AML/fraud Currently exploring options	Payments business - Sanctions screening/AML/fraud No
Payments processing - Payment Initiation	Payments processing - Payment Initiation Yes – internal solution	Payments processing - Payment Initiation Yes – external solution	Payments processing - Payment Initiation Currently exploring options	Payments processing - Payment Initiation No
Payments processing - Validation/ Authorization	Payments processing - Validation/ Authorization Yes – internal solution	Payments processing - Validation/ Authorization Yes – external solution	Payments processing - Validation/ Authorization Currently exploring options	Payments processing - Validation/ Authorization No
Payments processing - Repairs / Exceptions	Payments processing - Repairs / Exceptions Yes – internal solution	Payments processing - Repairs / Exceptions Yes – external solution	Payments processing - Repairs / Exceptions Currently exploring options	Payments processing - Repairs / Exceptions No
Payments processing - Routing	Payments processing - Routing Yes – internal solution	Payments processing - Routing Yes – external solution	Payments processing - Routing Currently exploring options	Payments processing - Routing No
Payments processing - Reconciliation	Payments processing - Reconciliation Yes – internal solution	Payments processing - Reconciliation Yes – external solution	Payments processing - Reconciliation Currently exploring options	Payments processing - Reconciliation No
Payments Processing - Investigation	Payments Processing - Investigation Yes – internal solution	Payments Processing - Investigation Yes – external solution	Payments Processing - Investigation Currently exploring options	Payments Processing - Investigation No

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* 7. If a solution were able to read and understand unstructured and free format text like a human, which areas of your payments business and payments processing operations do you believe would benefit the most from this? Please answer only those sections that are applicable to your business.

	Significant benefit	Some benefit	A little benefit	No benefit
Payments business - Payments processing	Payments business - Payments processing Significant benefit	Payments business - Payments processing Some benefit	Payments business - Payments processing A little benefit	Payments business - Payments processing No benefit
Payments business - On-boarding	Payments business - On-boarding Significant benefit	Payments business - On-boarding Some benefit	Payments business - On-boarding A little benefit	Payments business - On-boarding No benefit
Payments business - Product innovation	Payments business - Product innovation Significant benefit	Payments business - Product innovation Some benefit	Payments business - Product innovation A little benefit	Payments business - Product innovation No benefit
Payments business - Time to market	Payments business - Time to market Significant benefit	Payments business - Time to market Some benefit	Payments business - Time to market A little benefit	Payments business - Time to market No benefit
Payments business - Customer retention	Payments business - Customer retention Significant benefit	Payments business - Customer retention Some benefit	Payments business - Customer retention A little benefit	Payments business - Customer retention No benefit
Payments business - Sanctions screening/AML/fraud	Payments business - Sanctions screening/AML/fraud Significant benefit	Payments business - Sanctions screening/AML/fraud Some benefit	Payments business - Sanctions screening/AML/fraud A little benefit	Payments business - Sanctions screening/AML/fraud No benefit
Payments processing - Payment Initiation	Payments processing - Payment Initiation Significant benefit	Payments processing - Payment Initiation Some benefit	Payments processing - Payment Initiation A little benefit	Payments processing - Payment Initiation No benefit
Payments processing - Validation/ Authorization	Payments processing - Validation/ Authorization Significant benefit	Payments processing - Validation/ Authorization Some benefit	Payments processing - Validation/ Authorization A little benefit	Payments processing - Validation/ Authorization No benefit
Payments processing - Repairs / Exceptions	Payments processing - Repairs / Exceptions Significant benefit	Payments processing - Repairs / Exceptions Some benefit	Payments processing - Repairs / Exceptions A little benefit	Payments processing - Repairs / Exceptions No benefit
Payments processing - Routing	Payments processing - Routing Significant benefit	Payments processing - Routing Some benefit	Payments processing - Routing A little benefit	Payments processing - Routing No benefit
Payments processing - Reconciliation	Payments processing - Reconciliation Significant benefit	Payments processing - Reconciliation Some benefit	Payments processing - Reconciliation A little benefit	Payments processing - Reconciliation No benefit

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* 8. If a solution were able to learn and improve its actions based on previous experience / patterns of behaviour, which areas of your payments business and payments processing operations do you believe would benefit the most from this? Please answer only those sections that are applicable to your business.

	Significant benefit	Some benefit	A little benefit	No benefit
Payments business - Payments processing	Payments business - Payments processing Significant benefit	Payments business - Payments processing Some benefit	Payments business - Payments processing A little benefit	Payments business - Payments processing No benefit
Payments business - On-boarding	Payments business - On-boarding Significant benefit	Payments business - On-boarding Some benefit	Payments business - On-boarding A little benefit	Payments business - On-boarding No benefit
Payments business - Product innovation	Payments business - Product innovation Significant benefit	Payments business - Product innovation Some benefit	Payments business - Product innovation A little benefit	Payments business - Product innovation No benefit
Payments business - Time to market	Payments business - Time to market Significant benefit	Payments business - Time to market Some benefit	Payments business - Time to market A little benefit	Payments business - Time to market No benefit
Payments business - Customer retention	Payments business - Customer retention Significant benefit	Payments business - Customer retention Some benefit	Payments business - Customer retention A little benefit	Payments business - Customer retention No benefit
Payments business - Sanctions screening/AML/fraud	Payments business - Sanctions screening/AML/fraud Significant benefit	Payments business - Sanctions screening/AML/fraud Some benefit	Payments business - Sanctions screening/AML/fraud A little benefit	Payments business - Sanctions screening/AML/fraud No benefit
Payments processing - Payment Initiation	Payments processing - Payment Initiation Significant benefit	Payments processing - Payment Initiation Some benefit	Payments processing - Payment Initiation A little benefit	Payments processing - Payment Initiation No benefit
Payments processing - Validation/ Authorization	Payments processing - Validation/ Authorization Significant benefit	Payments processing - Validation/ Authorization Some benefit	Payments processing - Validation/ Authorization A little benefit	Payments processing - Validation/ Authorization No benefit
Payments processing - Repairs / Exceptions	Payments processing - Repairs / Exceptions Significant benefit	Payments processing - Repairs / Exceptions Some benefit	Payments processing - Repairs / Exceptions A little benefit	Payments processing - Repairs / Exceptions No benefit
Payments processing - Routing	Payments processing - Routing Significant benefit	Payments processing - Routing Some benefit	Payments processing - Routing A little benefit	Payments processing - Routing No benefit
Payments processing - Reconciliation	Payments processing - Reconciliation Significant benefit	Payments processing - Reconciliation Some benefit	Payments processing - Reconciliation A little benefit	Payments processing - Reconciliation No benefit

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* 9. Please indicate your level of agreement with the following statements about artificial intelligence (AI)

	Strongly Disagree	Disagree	Slightly Disagree	Slightly Agree	Agree	Strongly Agree
I believe AI technologies could be integral in helping my organisation tackle the challenges in our payments business, payments processing operations and compliance	I believe AI technologies could be integral in helping my organisation tackle the challenges in our payments business, payments processing operations and compliance Strongly Disagree	I believe AI technologies could be integral in helping my organisation tackle the challenges in our payments business, payments processing operations and compliance Disagree	I believe AI technologies could be integral in helping my organisation tackle the challenges in our payments business, payments processing operations and compliance Slightly Disagree	I believe AI technologies could be integral in helping my organisation tackle the challenges in our payments business, payments processing operations and compliance Slightly Agree	I believe AI technologies could be integral in helping my organisation tackle the challenges in our payments business, payments processing operations and compliance Agree	I believe AI technologies could be integral in helping my organisation tackle the challenges in our payments business, payments processing operations and compliance Strongly Agree
I believe it is better to develop AI solutions in-house	I believe it is better to develop AI solutions in-house Strongly Disagree	I believe it is better to develop AI solutions in-house Disagree	I believe it is better to develop AI solutions in-house Slightly Disagree	I believe it is better to develop AI solutions in-house Slightly Agree	I believe it is better to develop AI solutions in-house Agree	I believe it is better to develop AI solutions in-house Strongly Agree
I believe it is better to tap into established AI solution providers to benefit from extensive experience in this domain	I believe it is better to tap into established AI solution providers to benefit from extensive experience in this domain Strongly Disagree	I believe it is better to tap into established AI solution providers to benefit from extensive experience in this domain Disagree	I believe it is better to tap into established AI solution providers to benefit from extensive experience in this domain Slightly Disagree	I believe it is better to tap into established AI solution providers to benefit from extensive experience in this domain Slightly Agree	I believe it is better to tap into established AI solution providers to benefit from extensive experience in this domain Agree	I believe it is better to tap into established AI solution providers to benefit from extensive experience in this domain Strongly Agree
I don’t see how AI can help me to improve efficiency in my payments business, or to tackle the challenges my business faces	I don’t see how AI can help me to improve efficiency in my payments business, or to tackle the challenges my business faces Strongly Disagree	I don’t see how AI can help me to improve efficiency in my payments business, or to tackle the challenges my business faces Disagree	I don’t see how AI can help me to improve efficiency in my payments business, or to tackle the challenges my business faces Slightly Disagree	I don’t see how AI can help me to improve efficiency in my payments business, or to tackle the challenges my business faces Slightly Agree	I don’t see how AI can help me to improve efficiency in my payments business, or to tackle the challenges my business faces Agree	I don’t see how AI can help me to improve efficiency in my payments business, or to tackle the challenges my business faces Strongly Agree
I think the industry needs to gain a better understanding of how AI technologies apply in transaction banking – as opposed to the hype around AI in consumer tech	I think the industry needs to gain a better understanding of how AI technologies apply in transaction banking – as opposed to the hype around AI in consumer tech Strongly Disagree	I think the industry needs to gain a better understanding of how AI technologies apply in transaction banking – as opposed to the hype around AI in consumer tech Disagree	I think the industry needs to gain a better understanding of how AI technologies apply in transaction banking – as opposed to the hype around AI in consumer tech Slightly Disagree	I think the industry needs to gain a better understanding of how AI technologies apply in transaction banking – as opposed to the hype around AI in consumer tech Slightly Agree	I think the industry needs to gain a better understanding of how AI technologies apply in transaction banking – as opposed to the hype around AI in consumer tech Agree	I think the industry needs to gain a better understanding of how AI technologies apply in transaction banking – as opposed to the hype around AI in consumer tech Strongly Agree
I believe that in the next 24 months, the adoption of AI technologies by banks to improve efficiencies in payments will have increased significantly	I believe that in the next 24 months, the adoption of AI technologies by banks to improve efficiencies in payments will have increased significantly Strongly Disagree	I believe that in the next 24 months, the adoption of AI technologies by banks to improve efficiencies in payments will have increased significantly Disagree	I believe that in the next 24 months, the adoption of AI technologies by banks to improve efficiencies in payments will have increased significantly Slightly Disagree	I believe that in the next 24 months, the adoption of AI technologies by banks to improve efficiencies in payments will have increased significantly Slightly Agree	I believe that in the next 24 months, the adoption of AI technologies by banks to improve efficiencies in payments will have increased significantly Agree	I believe that in the next 24 months, the adoption of AI technologies by banks to improve efficiencies in payments will have increased significantly Strongly Agree

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* Title

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* First name

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* Last name

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* Job title

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* Organisation

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* Country

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* Email address

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* 1. How challenging is it for your organisation to respond to the following change drivers in the payments business?

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* 2. Which of the following best describes the current technology in your payments business?

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* 3. Which of the following best describes the current technology in your payments processing operations?

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* 4. Which of the options below best describes your chosen solution to reduce inefficiencies in your payments business and payments processing operations? Please answer only those sections that are applicable to your business.

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* 5. Please indicate your level of agreement with the following statements about artificial intelligence (AI)

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* 6. Do you have AI technologies currently deployed in any of the following areas of your payments business or payments processing operations? Please answer only those sections that are applicable to your business.

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* 7. If a solution were able to read and understand unstructured and free format text like a human, which areas of your payments business and payments processing operations do you believe would benefit the most from this? Please answer only those sections that are applicable to your business.

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* 9. Please indicate your level of agreement with the following statements about artificial intelligence (AI)

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* Please make any additional comments you have on the use of AI in the payments industry in the box below