Citi has expanded its single-entry point digital client platform CitiDirect Commercial Banking to more customers across the globe and improved its functionality using AI technology.

The company said the move will improve the customer experience as well as streamline digital enhancements.

Citi said it has implemented AI-powered efficiency and security which can streamline data extraction, client query routing and fraud detection.

The company has also added proactive guidance, which can help clients through common tasks to simplify complex processes.

Additionally, the platform now features simplified know your customer (KYC) renewals which feature automated notifications and pre-filed information to simplify renewals, reduce client effort, and risk.

Additionally, onboarding has been streamlined and turned into a fully digitised onboarding process with real-time status updates and reduced turnaround times.

The platform, which was launched in 2023, now supports around 57 per cent of Citi’s total commercial banking client base across the world, supporting around 2.3 million client sessions.
The platform is live in several countries including the US, Hong Kong, the UK and India.

Citi said that feedback on the platform from 10,000 survey responses indicates an improved client experience as well as higher rates of satisfaction for ease of use and effectiveness.

“The enhancements support an intuitive and seamless digital experience that delivers real-time insights, greater control and a suite of innovative features,” said Tasnim Ghiawadwala, global head of Citi Commercial Bank. “This supports our global strategic goal of digitalising the banking experience for mid-sized corporates who need to find banking solutions and insights quickly and efficiently.”

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