HSBC exec says there’s a lot of AI ‘success theater’ happening in finance

Published

7 months ago

October 9, 2024

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Big technology companies are betting that a new wave of smaller, more precise AI models will be more effective when it comes to the needs of businesses in sectors like law, finance, and health care.

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LONDON — Increasingly many financial services firms are touting the benefits of artificial intelligence when it comes to boosting productivity and overall operational efficiency.

Despite bold statements, a lot of companies are failing to produce tangible results, according to Edward J Achtner, the head of generative AI for U.K. banking giant HSBC.

“Candidly, there’s a lot of success theater out there,” Achtner said on a panel at the CogX Global Leadership Summit alongside Ranil Boteju — a fellow AI leader at rival British bank Lloyds Banking Group — and Nathalie Oestmann, head of NV Ltd, an advisory firm for venture capital funds.

“We have to be very clinical in terms of what we choose to do, and where we choose to do it,” Achtner told attendees of the event, held at the Royal Albert Hall in London earlier this week.

Achtner outlined how the 150-year-old lending institution has embraced artificial intelligence since ChatGPT — the popular AI chatbot from Microsoft-backed startup OpenAI — burst onto the scene in November 2022.

The HSBC AI leader said that the bank has more than 550 use cases across its business lines and functions linked to AI — ranging from fighting money laundering and fraud using machine learning tools to supporting knowledge workers with newer generative AI systems.

One example he gave was a partnership that HSBC has in place with internet search titan Google on the use of AI technology anti-money laundering and fraud mitigation. That tie-up has been in place for several years, he said. The bank has also dipped its toes deeper into genAI tech much more recently.

“When it comes to generative artificial intelligence, we do need to clearly separate that” from other types of AI, Achtner said. “We do approach the underlying risk with respect to generative very differently because, while it represents incredible potential opportunity and productivity gains, it also represents a different type of risk.”

Achtner’s comments come as other figures in the financial services sector — particularly leaders at startup firms — have made bold statements about the level of overall efficiency gains and cost reductions they are seeing as a result of investments in AI.

Buy now, pay later firm Klarna says it has been taking advantage of AI to make up for loss of productivity resulting from declines in its workforce as employees move on from the company.

It is implementing a company-wide hiring freeze and has slashed overall employee headcount down to 3,800 from 5,000 — a roughly 24% workforce reduction — with the help of AI, CEO Sebastian Siemiatkowski said in August. He is looking to further reduce Klarna’s headcount to 2,000 staff members — without specifying a time for this target.

Klarna’s boss said the firm was lowering its overall headcount against the backdrop of AI’s potential to have “a dramatic impact” on jobs and society.

“I think politicians already today should consider whether there are other alternatives of how they could support people that may be effective,” he said at the time in an interview with the BBC. Siemiatkowski said it was “too simplistic” to say AI’s disruptive effects would be offset by the creation of new jobs thanks to AI.

Oestmann of NV Ltd, a London-based firm that offers advisory services for the C-suite of venture capital and private equity firms, directly touched on Klarna’s actions, saying headlines around such AI-driven workforce reductions are “not helpful.”

Klarna, she suggested, likely saw that AI “makes them a more valuable company” and was consequently incorporating the technology as part of plans to reduce its workforce anyway.

The result Klarna is seeing from AI “are very real,” a Klarna spokesperson told CNBC. “We publicize these results because we want to be honest and transparent about the impact genAI is having in the real world in companies today,” the spokesperson added.

“At the end of the day,” Oestmann added, as long as people are “trained appropriately” and banks and other financial services firm can “reinvent” themselves in the new AI era, “it will just help us to evolve.” She advised financial firms to pursue “continuous learning in everything that you do.”

“Make sure you are trying these tools out, make sure you are making this part of your everyday, make sure you are curious,” she added.

Boteju, chief data and analytics officer at Lloyds, pointed to three main use cases that the lender sees with respect to AI: automating back office functions like coding and engineering documentation, “human-in-the loop” uses like prompts for sales staff, and AI-generated responses to client queries.

Boteju stressed that Lloyds is “proceeding with caution” when it comes to exposing the bank’s customers to generative AI tools. “We want to get our guardrails in place before we actually start to scale those,” he added.

“Banks in particular have been using AI and machine learning for probably about 15 or 20 years,” Boteju said, signaling that machine learning, intelligent automation and chatbots are things traditional lenders have been “doing for a while.”

Generative AI, on the other hand, is a more nascent technology, according to the Lloyds exec. The bank is increasingly thinking about how to scale that technology — but by “using the current frameworks and infrastructure we’ve got,” rather than by moving the needle significantly.

The banking sector 'is very conservative' around competition, says Bunq CEO

Boteju and Achtner’s comments tally with what other AI leaders of financial services have said previously. Speaking with CNBC last week, Bahadir Yilmaz, chief analytics officer of ING, said that AI is unlikely to be as disruptive as firms like Klarna are suggesting with their public messaging.

“We see the same potential that they’re seeing,” Yilmaz said in an interview in London. “It’s just the tone of communication is a bit different.” He added that ING is primarily using AI in its global contact centers and internally for software engineering.

“We don’t need to be seen as an AI-driven bank,” Yilmaz said, adding that, with many processes lenders won’t even need AI to solve certain problems. “It’s a really powerful tool. It’s very disruptive. But we don’t necessarily have to say we are putting it as a sauce on all the food.”

Johan Tjarnberg, CEO of Swedish online payments firm Trustly, told CNBC earlier this week that AI “will actually be one of the biggest technology levers in payments.” But even so, he noted that the firm is focusing more of the “basics of AI” than on transformative changes like AI-led customer service.

One area where Trustly is looking to improve customer experience with AI is subscriptions. The startup is working on an “intelligent charging mechanism” that would aim to figure out the best time for a bank to take payment from a subscription platform user, based on their historical financial activity.

Tjarnberg added that Trustly is seeing closer to 5-10% improved efficiency as a result of implementing AI within its organization.

Technology

Alibaba launches new Qwen LLMs in China’s latest open-source AI breakthrough

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7 hours ago

April 29, 2025

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Alibaba launches new Qwen LLMs in China’s latest open-source AI breakthrough

Qwen3 is Alibaba’s debut into so-called “hybrid reasoning models,” which it says combines traditional LLM capabilities with “advanced, dynamic reasoning.”

Sopa Images | Lightrocket | Getty Images

Alibaba released the next generation of its open-sourced large language models, Qwen3, on Tuesday — and experts are calling it yet another breakthrough in China’s booming open-source artificial intelligence space.

In a blog post, the Chinese tech giant said Qwen3 promises improvements in reasoning, instruction following, tool usage and multilingual tasks, rivaling other top-tier models such as DeepSeek’s R1 in several industry benchmarks.

The LLM series includes eight variations that span a range of architectures and sizes, offering developers flexibility when using Qwen to build AI applications for edge devices like mobile phones.

Qwen3 is also Alibaba’s debut into so-called “hybrid reasoning models,” which it says combines traditional LLM capabilities with “advanced, dynamic reasoning.”

According to Alibaba, such models can seamlessly transition between a “thinking mode” for complex tasks such as coding and a “non-thinking mode” for faster, general-purpose responses.

“Notably, the Qwen3-235B-A22B MoE model significantly lowers deployment costs compared to other state-of-the-art models, reinforcing Alibaba’s commitment to accessible, high-performance AI,” Alibaba said.

The new models are already freely available for individual users on platforms like Hugging Face and GitHub, as well as Alibaba Cloud’s web interface. Qwen3 is also being used to power Alibaba’s AI assistant, Quark.

China’s AI advancement

AI analysts told CNBC that the Qwen3 represents a serious challenge to Alibaba’s counterparts in China, as well as industry leaders in the U.S.

In a statement to CNBC, Wei Sun, principal analyst of artificial intelligence at Counterpoint Research, said the Qwen3 series is a “significant breakthrough—not just for its best-in-class performance” but also for several features that point to the “application potential of the models.”

Those features include Qwen3’s hybrid thinking mode, its multilingual support covering 119 languages and dialects and its open-source availability, Sun added.

Open-source software generally refers to software in which the source code is made freely available on the web for possible modification and redistribution. At the start of this year, DeepSeek’s open-sourced R1 model rocked the AI world and quickly became a catalyst for China’s AI space and open-source model adoption.

“Alibaba’s release of the Qwen 3 series further underscores the strong capabilities of Chinese labs to develop highly competitive, innovative, and open-source models, despite mounting pressure from tightened U.S. export controls,” said Ray Wang, a Washington-based analyst focusing on U.S.-China economic and technology competition.

According to Alibaba, Qwen has already become one of the world’s most widely adopted open-source AI model series, attracting over 300 million downloads worldwide and more than 100,000 derivative models on Hugging Face.

Wang said that this adoption could continue with Qwen3, adding that its performance claims may make it the best open-source model globally — though still behind the world’s most cutting-edge models like OpenAI’s o3 and o4-mini.

Chinese competitors like Baidu have also rushed to release new AI models after the emergence of DeepSeek, including making plans to shift toward a more open-source business model.

Meanwhile, Reuters reported in February that DeepSeek is accelerating the launch of its successor to its R1, citing anonymous sources.

“In the broader context of the U.S.-China AI race, the gap between American and Chinese labs has narrowed—likely to a few months, and some might argue, even to just weeks,” Wang said.

“With the latest release of Qwen 3 and the upcoming launch of DeepSeek’s R2, this gap is unlikely to widen—and may even continue to shrink.”

Technology

Uber raises in-office requirement to 3 days, claws back remote workers

Published

9 hours ago

April 29, 2025

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Uber raises in-office requirement to 3 days, claws back remote workers

Uber on Monday informed employees, including some who had been previously approved for remote work, that it will require them to come to the office three days a week, CNBC has learned.

“Even as the external environment remains dynamic, we’re on solid footing, with a clear strategy and big plans,” CEO Dara Khosrowshahi told employees in the memo, which was viewed by CNBC. “As we head into this next chapter, I want to emphasize that ‘good’ is not going to be good enough — we need to be great.”

Khosrowshahi goes on to say employees need to push themselves so the company “can move faster and take smarter risks” and outlined several changes to Uber’s work policy.

Uber in 2022 established Tuesdays and Thursdays as “anchor days” where most employees must spend at least half of their work time in the company’s office. Starting in June, employees will be required in the office Tuesday through Thursday, according to the memo.

That includes some employees who were previously approved to work remotely. The company said it had already informed impacted remote employees.

“After a thorough review of our existing remote approvals, we’re asking many remote employees to come into an office,” Khosrowshahi wrote. “In addition, we’ll hire new remote roles only very sparingly.”

The company also changed its one-month paid sabbatical program, according to the memo. Previously, employees were eligible for the sabbatical after five years at the company. That’s now been raised to eight years, according to the memo.

“This program was created when Uber was a much younger company, and when reaching 5 years of tenure was a rare feat,” Khosrowshahi wrote. “Back then, we were in the office five (sometimes more!) days of a week and hadn’t instituted our Work from Anywhere benefit.”

Khosrowshahi said the changes will help Uber move faster.

“Our collective view as a leadership team is that while remote work has some benefits, being in the office fuels collaboration, sparks creativity, and increases velocity,” Khosrowshahi wrote.

The changes come as more companies in the tech industry cut costs to appease investors after over-hiring during the Covid-19 pandemic. Google recently began demanding that employees who were previously-approved for remote work also return to the office if they want to keep their jobs, CNBC reported last week.

Last year, Khosrowshahi blamed remote work for the loss of its most loyal customers, who would take ride-sharing as their commute to work.

“Going forward, we’re further raising this bar,” Khosrowshahi’s Monday memo said. “After a thorough review of our existing remote approvals, we’re asking many remote employees to come into an office. In addition, we’ll hire new remote roles only very sparingly.”

Uber’s leadership team will monitor attendance “at both team and individual levels to ensure expectations are being met,” Khosrowshahi wrote.

Following the memo, Uber employees immediately swarmed the company’s internal question-and-answer forum, according to correspondence viewed by CNBC. Khosrowshahi said he and Nikki Krishnamurthy, the company’s chief people officer, will hold an all-hands meeting on Tuesday to discuss the changes.

Many employees asked leadership to reconsider the sabbatical change, arguing that the company should honor the original eligibility policy.

“This isn’t ‘doing the right thing’ for your employees,” one employee commented.

Uber did not immediately respond to a request for comment.

WATCH: Lightning Round: Uber goes higher from here, says Jim Cramer

Technology

Amazon launches first Kuiper internet satellites in bid to take on Elon Musk’s Starlink

Published

15 hours ago

April 28, 2025

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Amazon launches first Kuiper internet satellites in bid to take on Elon Musk's Starlink

A United Launch Alliance Atlas V rocket is on the launch pad carrying Amazon’s Project Kuiper internet network satellites, which are expected to eventually rival Elon Musk’s Starlink system, at the Cape Canaveral Space Force Station in Cape Canaveral, Florida, U.S., April 9, 2025.

Steve Nesius | Reuters

Amazon on Monday launched the first batch of its Kuiper internet satellites into space after an earlier attempt was scrubbed due to inclement weather.

A United Launch Alliance rocket carrying 27 Kuiper satellites lifted off from a launchpad at the Cape Canaveral Space Force Station in Florida shortly after 7 p.m. eastern, according to a livestream.

“We had a nice smooth countdown, beautiful weather, beautiful liftoff, and Atlas V is on its way to orbit to take those 27 Kuiper satellites, put them on their way and really start this new era in internet connectivity,” Caleb Weiss, a systems engineer at ULA, said on the livestream following the launch.

The satellites are expected to separate from the rocket roughly 280 miles above Earth’s surface, at which point Amazon will look to confirm the satellites can independently maneuver and communicate with its employees on the ground.

Six years ago Amazon unveiled its plans to build a constellation of internet-beaming satellites in low Earth orbit, called Project Kuiper. The service will compete directly with Elon Musk’s Starlink, which currently dominates the market and has 8,000 satellites in orbit.

The first Kuiper mission kicks off what will need to become a steady cadence of launches in order for Amazon to meet a deadline set by the Federal Communications Commission. The agency expects the company to have half of its total constellation, or 1,618 satellites, up in the air by July 2026.

Amazon has booked more than 80 launches to deploy dozens of satellites at a time. In addition to ULA, its launch partners include Musk’s SpaceX (parent company of Starlink), European company Arianespace and Jeff Bezos’ space exploration startup Blue Origin.

Amazon is spending as much as $10 billion to build the Kuiper network. It hopes to begin commercial service for consumers, enterprises and government later this year.

In his shareholder letter earlier this month, Amazon CEO Andy Jassy said Kuiper will require upfront investment at first, but eventually the company expects it to be “a meaningful operating income and ROIC business for us.” ROIC stands for return on invested capital.

Investors will be listening for any commentary around further capex spend on Kuiper when Amazon reports first-quarter earnings after the bell on Thursday.

WATCH: Amazon launches Project Kuiper prototypes