AI is rapidly changing the banking landscape.

Whether it’s helping customers get faster decisions, spotting fraud before it causes harm, or making everyday processes simpler for colleagues. AI is already delivering real impact across financial services. And this is only the beginning.

At Bank of Ireland, we’re making a long-term investment in AI as a core part of how we operate and serve our customers. Our ambition is to scale AI across the organisation - securely, responsibly, and in a way that delivers real value.

That means building:

• The right platform
• Strong governance
• And a high-performing team to bring it all together

To support this, we’ve established a dedicated AI Centre of Excellence (CoE) — a central team focused on ensuring AI is delivered strategically across the organisation.

 
Why AI Matters to Us and Our Customers

Faster & better experiences

Customers expect speed and simplicity. AI helps us deliver both. From quicker application decisions to more responsive query handling, AI enables us to provide more efficient and personalised experiences. Our Contact Centre teams are already seeing the benefit, with automation supporting tasks like call wrap-ups and quality checks.

 
Keeping customers safe

Security and trust are at the heart of everything we do. AI strengthens our ability to detect fraud earlier, manage risk more effectively, and ensure compliance processes remain robust, without being overly complex or time-consuming.

We’re already applying AI to real-world challenges, improving accuracy while reducing manual effort.

 
Helping colleagues do their best work

AI isn’t just about customer outcomes, it’s also about improving the day-to-day experience of our colleagues. By automating repetitive, low-value tasks, AI frees up time for more meaningful work. From drafting documents to generating code and surfacing insights, AI tools are already making a difference. We’ve rolled out tools like Copilot chat across the organisation and continue to invest in enabling colleagues with the skills and tools they need to succeed.

 
Inside Our AI Centre of Excellence

Our AI CoE brings together several core capabilities to ensure AI is delivered effectively at scale.

• AI Backlog & Prioritisation - We manage a pipeline of AI opportunities across the Bank, working closely with business units to identify and prioritise the initiatives that will deliver the greatest impact.
• Business & Technology Enablement - We bridge the gap between business needs and technical delivery, ensuring AI solutions are practical, usable, and built on strong governance and architectural foundations.
• Delivery Orchestration - We coordinate delivery across all AI initiatives, ensuring progress stays on track, blockers are addressed early, and efforts remain aligned.
• AI Platform - In partnership with our Cloud Centre of Excellence, we’re building a secure, scalable AI platform that provides the infrastructure, tools, and guardrails needed to support innovation at pace.

 
A Strategic Priority for the Future

AI is central to our strategy and to how we evolve as an organisation. With strong backing from senior leadership, we’re building the foundations that will enable AI to scale safely and effectively across every part of the Bank.