FAB Business: Exploring AI Opportunities in SME Banking

strategic value areas: revenue growth, ecosystem expansion, operational efficiency, risk management and behavioural anomaly detection

journeys designed: SME customers and relationship managers

proof-of-value assets for validation and approval

Context

FAB Business wanted to use AI to create meaningful value for small and medium-sized businesses, while supporting the relationship managers (RMs) who serve them. The work was aligned with the bank’s selected AI implementation partners.

The challenge

Turn a list of AI ideas into agentic workflows embedded in SME and RM journeys: deciding how agents work inside existing journeys, where human judgement is needed, and how users stay informed and in control.

What I did

I owned the experience design of the AI-driven and agentic workflows:

• Mapped SME needs across the business lifecycle, from start-up to diversification, and reframed the AI use cases around them
• Benchmarked how leading banks apply AI in SME banking
• Grouped the use cases into four categories: risk management, ecosystem expansion, growth and revenue, and retention
• Defined the core agents, their responsibilities, triggers, data points and AI logic
• Set out human-in-the-loop patterns: where agents act, recommend or hand over to a person
• Designed end-to-end workflows, user journeys and proof-of-value assets with AI, data and engineering teams

The result

Experience concepts and proof-of-value assets for AI-enabled SME banking workflows, ready to be evaluated and prepared for implementation.