Ask an expert Q&A: automation and artificial intelligence trends in Luxembourg

February 20, 2024

New technologies are impacting the fund services industry in exciting and extraordinary ways. Explore what effects we’ve been seeing in Luxembourg, Europe and the United States.

Automation and artificial intelligence (AI) are playing an ever-more-significant role in finance and fund servicing. We sat down with one of our in-market experts in Luxembourg, Bardad Sambou, managing director of operations and client service for U.S. Bank – Luxembourg, to discuss some of the shifts he’s seeing from a technology standpoint there and elsewhere.

Q: What are the major trends you’re seeing related to technology and data management?

At the broadest level, the biggest trend I see is the democratization of AI technology. As much as there are risks associated with it, one can’t help but feel excited at the possibilities it’s opening for businesses – and ours is no different.

Now this is a worldwide trend. But, because of the nature of Luxembourg’s global, cross-border distribution position, we see a lot of opportunity and application here in this market. There are numerous ways this could enhance the analysis and management of client/investor onboarding documents and help generate more dynamic and customized reporting.

Data management is an area that could see the biggest benefit from AI. In our industry, there’s a lot of data that’s unstructured. There’s a lot of data that goes unused. And most importantly, there’s a lot of data that takes a lot of effort and energy to make usable.

As with any new technology and the buzz it generates, I also see a trend toward overusing AI and wanting to apply it to everything everywhere all at once. This tendency is understandable and to some extent necessary. As an industry, we keep pushing and exploring what it can do and what it can help us with, so as to strengthen our trust in its results.

That said, it’s important to keep our attention directed toward where AI can be best applied. Implementation isn’t cheap, so it’s critical to understand what you’re trying to solve – identifying the solution you need and not just the solution you want. You also have to keep in mind that automation through robotics remains an equally valid option.

At U.S. Bank, our team is deeply focused on testing, assessing and experimenting with different technologies: artificial Intelligence, machine learning, robotics, cloud-based solutions and more. But we don’t lose sight of the array of other automation solutions available as well.

Q: How do client needs influence innovation and technology implementation?

The technologies I mentioned are tools that the entire industry is working on, but everyone approaches them a little differently.

The opportunities and challenges come in identifying which business processes to concentrate on – and how to prioritize and resource them. Then you also have to factor in the governance required to manage it all.

At U.S. Bank, we’re not just looking at being efficient and doing things faster or cheaper. We’re striving to be effective, first and foremost, and to deliver the best possible solutions and services.

For us, listening to our clients and to the market is key to achieving this. Their needs and feedback are paramount. And that’s what drives our ongoing pursuit to improve, innovate, explore new technologies and do the right thing.

When you have a dedicated and creative team, and you’re able to focus their efforts and your technology investments toward solutions that are directly connected to client needs – well that’s when you really make a difference and stand out. In another words, I believe in the efficiency of a focused approach versus attempting too much transformation on too many different fronts without specific, well-defined objectives.

Q: How are clients handling the changing landscape?

AI is a game changer for every industry, but especially ours. It opens so many possibilities, and that in itself can be daunting. It can also generate pushback and resistance to change; we’re talking about a highly disruptive technology with a multitude of implications – from costs, to privacy, to data security, to even ethics.

In times like these, it’s important to have an experienced and trusted partner for support and guidance. Clients want more real-time information, more flexibility to customize data and better attuned client service teams with the tools and technology to make their jobs easier.

We’re able to provide clients in Luxembourg, Ireland and the U.S. with a wide array of in-house solutions. And our clients also benefit from open and ongoing dialogue with our in-market experts about the challenges they’re facing and the goals they want to achieve.

Ideas and solutions come from the ground up, so it’s a key part of our business model to maintain close relationships with clients to understand their needs and concerns. Our workforce excels at taking that information and innovating actionable solutions. What drives success for us is the simplification of processes and workflows and the seamless movement of information from clients to us and then back to them again.

Q: What are some of the biggest opportunities and obstacles?

Managing a large volume of data, structuring it and securing it are key. Scale, complexity, fragmentation, distribution, privacy controls and metadata issues are the biggest challenges facing service providers right now, and these all need to be addressed early on.

Another challenge is integration and systems compatibility – ensuring that data can flow and that systems are able to communicate. Legacy systems and their architecture add an additional level of complication to this. Replacing those systems, migrating parts of them and/or building on top of what already exists requires prompt analysis and decisions at both a strategic and tactical level.

We see AI as an additional solution to assist with this. It can help at all levels – from cleaning, cataloguing, governing, sharing and ultimately analyzing the data. Understanding the data and helping clients understand it too is fundamental to our offering as a service provider. Identifying behaviors, trends and patterns can help drive better decisions and improve the experience for all parties.

Here at U.S. Bank, we have several proof-of-concepts and active initiatives powered by AI. We’re currently evaluating how ChatGPT could help support our business, while also balancing the risk associated with that tool. We leverage AI tools for fraud, treasury management, wealth and investment services. And this year, our Investment Services team has been working on future use case analyses of AI and ChatGPT for driving efficiencies and creating unique product enhancements for our clients. In terms of concrete examples of how we’re using AI right now, we’re using it for document reading to extract relevant information and for audio transcription to support corporate secretarial services.

Q: How do you see these technologies shaping the industry into the future?

AI and automation are hot topics right now, but automation as a concept isn’t really something new. Automation is a journey that started long ago, and it’s one that will evolve with the fund services industry far into the future.

Technology, in its essence, is both an enabler and a disruptor. It helps us move forward, but it also presents us with decisions and uncertainty. And we move forward. And we face more decisions and uncertainty. And the journey continues.

AI opens a wider scope of opportunities and challenges than many other technologies. It’s no longer just about reducing human intervention on repetitive tasks. It’s about achieving intelligent machine decision-making for non-repetitive tasks as well – and so much more.

Data will remain the critical component, or commodity, that feeds both automation and AI. The more structured it is, the smoother the ride. So the secret is to keep exploring, to remain curious, and to keep asking the ‘why’ and the ‘how’ around everything we do.

We’re continuing to pay attention to the market trends and to our clients’ challenges to stay at the forefront of this journey. We’re flexible, and we’re able to adapt and adjust as needed within this fast-moving and dynamic ecosystem – one that doesn’t show signs of slowing.

It’s easy to get lost in the flurry of all the exciting and opportunity-rich innovation happening right now. For us, it’s all about staying focused, applying technology strategically and not losing track of our objectives.

For more information about how we can customize our services to help achieve your business goals, please visit our website or contact us.

Learn about U.S. Bank

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3 ways to gain loyalty with your customers

Use this one simple email marketing tip to increase your reach

5 ways to build your business through community engagement

Multigenerational household financial planning strategies

How to track expenses

How to manage your finances when you're self-employed

Good debt vs. bad debt: Know the difference

Good money habits: 6 common money mistakes to avoid

7 beneficiary designation mistakes to avoid

Reviewing your beneficiaries: A 5-step guide

How to talk about money with your family

Financial steps to take after the death of a spouse

Preparing for an empty nest: Financial and lifestyle tips

Retirement advice: How to retire happy

Retirement income planning: 4 steps to take

Preparing for retirement: 8 steps to take

Comparing term vs. permanent life insurance

How I did it: Transitioned from the military to a private sector career

Transitioning from the military to the civilian workforce

How to search for jobs (and interview) in a virtual job market

Working after retirement: Factors to consider

Why year-round giving is important

6 ways to teach your kids about giving

4 steps to finding a charity to support

Year end tax planning tips

A guide to tax diversification in investing

Bull vs. bear market: What do they mean for you?

Robo advisors vs. financial advisors: How are they different?

Investing myths: Separating fact from fiction in investing

ETF vs. mutual fund: What’s the difference?

4 times to consider rebalancing your portfolio

7 diversification strategies for your investment portfolio

Why compound annual growth matters

5 questions to help you determine your investment risk tolerance

How to roll over your 401(k)

How to budget 101: 6 strategies to try

How to Adult: 7 tax terms and concepts you should know

Tips for navigating a medical hardship when you’re unable to work

3 steps to prepare for a medical emergency

LGBTQ+ family planning: 3 questions to ask employers

Legal protections for growing LGBTQ+ families

11 essential things to do before baby comes

Webinar: Uncover the cost: Starting a family

Checklist: 10 questions to ask your home inspector

Handling the finances of someone who has died: Terms and definitions

What you need to know as the executor of an estate

When your spouse has passed away: A three-month financial checklist

What documents do you need after a loved one dies?

Simple steps to be ready for a natural disaster

Checklist: financial recovery after a natural disaster

How does money influence your planning?

Student checklist: Preparing for college

Uncover the cost of a college diploma

How to save money in college: easy ways to spend less

The A to Z’s of college loan terms

5 things to know before accepting a first job offer

How I did it: Paid off student loans

Bank Notes: College cost comparison

Four ways to make a strong resume for your first real job

Tips to earn that A+ in back-to-school savings

How to prevent fraud

Outsmart tax scams and keep your finances safe

Keep your finances safe and secure: Essential tips for preventing check fraud

Banking basics: Avoiding fraud and scams

How to spot an online scam

What you need to know about identity theft

5 tips for seniors to stay a step ahead of schemers

Recognize. React. Report. Don't fall victim to financial exploitation

Webinar: U.S. Bank asks: Are you safe from fraud?

Is online banking safe?

How-to guide: What to do if your identity is stolen

How you can prevent identity theft

8 tips and tricks for creating and remembering your PIN

Short- and Long-Term Financial Goals for Every Life Stage

How your taxes can change after a major life event

How to save for a dream vacation

Tips for talking about money when friends earn more

Pros and cons of a personal line credit

3 tips for saving money when moving to a new home

What does FDIC mean?  

3 financial tools to help automate your finances

Financial checklist: Preparing for military deployment

How to financially prepare for a military PCS

Planning self-care moments that matter (and how to finance them)

Growing your savings by going on a ‘money hunt’

Working with an accountability partner can help you reach your goals

The banking app you need as a new parent

Why a mobile banking app is a ‘must have’ for your next vacation

How to decide when to shop local and when to shop online

How to set yourself up for success in your first job

5 myths about emergency funds

Financial Wellness Assessment

Does your savings plan match your lifestyle?

Mobile banking tips for smarter and safer online banking

Uncover the cost: Wedding

Uncover the cost: International trip

Are savings bonds still a thing?

Tips to overcome three common savings hurdles

Adulting 101: How to make a budget plan

Personal loans first-timer's guide: 7 questions to ask

Mindset Matters: How to practice mindful spending

How and when to ask for a raise

How to choose the right rewards credit card for you

How can I help my student manage money?

How to manage money in the military: A veteran weighs in

You can take these 18 budgeting tips straight to the bank

3 tips for saving money easily

Save time and money with automatic bill pay

How to best handle unexpected expenses

Stay on budget — and on the go — with a mobile banking app

Do you and your fiancé have compatible financial goals?

U.S. Bank asks: Transitioning out of college life? What’s next?

U.S. Bank asks: Do you know your finances?

U.S. Bank asks: Do you know what an overdraft is?

Personal finance for teens can empower your child

How to save for a wedding

How can you pay bills online the right way?

How compound interest works

Dear Money Mentor: How do I set and track financial goals?

Lost job finance tips: What to do when you lose your job

Money Moments: 3 smart financial strategies when caring for aging parents

Money management guide to financial independence

5 tips to use your credit card wisely and steer clear of debt

Money Moments: 3 tips for planning an extended leave of absence

Overdrafts happen: Steps to get you back on track

P2P payments make it easier to split the tab

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Practical money tips we've learned from our dads

6 ways to spring clean your finances and save money year-round

How to cut mindless spending: real tips from real people

Bank from home with these digital features

Military finance: How to create a family budget after military service

Discovering your money personality can help you save

Tips on how couples can learn to agree about money

Understanding your military GI Bill benefits

How grandparents can contribute to college funds instead of buying gifts

How to open and invest in a 529 plan

Using 529 plans for K-12 tuition

Is a home equity loan for college the right choice for your student

Parent checklist: Preparing for college

How to apply for federal student aid through the FAFSA

What to consider before taking out a student loan

Are you ready to restart your federal student loan payments?

Consolidating debts: Pros and cons to keep in mind

Best travel credit card perks for family vacations

5 tips to use your credit card wisely and steer clear of debt

5 steps to selecting your first credit card

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What’s a subordination agreement, and why does it matter?

Understanding the true cost of borrowing: What is amortization, and why does it matter?

Know your debt-to-income ratio

How to pay off credit card debt

Your quick guide to loans and obtaining credit

Dear Money Mentor: How do I begin paying off credit card debt?

Checklist: 10 things to look for when touring a home

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Dear Money Mentor: What is cash-out refinancing and is it right for you?

PCS moving checklist for military spouses and families

Crypto + Homebuying: Impacts on the real estate market

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Your guide to breaking the rental cycle

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The lowdown on 6 myths about buying a home

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Money Moments: How to finance a home addition

First-time homebuyer’s guide to getting a mortgage

Dear Money Mentor: When should I refinance a mortgage?

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These small home improvement projects offer big returns on investment

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Mortgage basics: What’s the difference between interest rate and annual percentage rate?

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How to use your home equity to finance home improvements

How does a home equity line of credit (HELOC) work?

How do I prequalify for a mortgage?

Home equity: Small ways to improve the value of your home

4 questions to ask before you buy an investment property

10 uses for a home equity loan

Improving your credit score: Truth and myths revealed

6 essential credit report terms to know

5 unique ways to take your credit card benefits further

How to maximize your credit card rewards

Test your loan savvy

Decoding credit: Understanding the 5 C’s

Should you give your child a college credit card?

U.S. Bank asks: What do you know about credit?

What types of credit scores qualify for a mortgage?

What is a good credit score?

Credit score help: Repairing a bad credit score

How to improve your credit score

Common questions about electric vehicles (EVs)

What to keep in mind when buying a used car from a private seller

Questions to ask before buying a car

How to choose the best car loan for you

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Investment products and services are:
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U.S. Bank Global Fund Services is a wholly owned subsidiary of U.S. Bank, N. A.

U.S. Bank Global Fund Services (Ireland) Limited is registered in Ireland, Company Number 413707. Registered Office at 24 - 26 City Quay, Dublin 2, Ireland. Directors: Eimear Cowhey, Ken Somerville, Hosni Shadid (USA), Barry O'Connor, Maureen Stanley. U.S. Bank Global Fund Services (Ireland) Limited is regulated by the Central Bank of Ireland.

U.S. Bank Global Fund Services (Guernsey) Limited is licensed under the Protection of Investors (Bailiwick of Guernsey) Law, 2020, as amended, by the Guernsey Financial Services Commission to conduct controlled investment business in the Bailiwick of Guernsey.

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