I'm in PI and feel like it's only a matter of time. They already introduced an ai system that tracks and grades all of our calls last year... wouldn't be surprised if they're training an llm off of thousands of the top rated calls catalogued across the company.
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@466
What did you expect him to say?
He needs ppl to hang in there until they can finish/test/rollout.
@OP in the FAS group there will be a rollout of virtual annual reviews for clients, not for all clients such as those 4 years near retirement but this will be a test to see how successful it is but in the next few years there will be major advances with less need of costly employees.
What ever your role, if you are saying and doing the same repetitive thing all day long why cannot that replaced with intelligent technology?
fwiw bill freitas said in an internal meeting that he doesn't see call center workers getting automated ever, and that he thought anybody not hiring junior swes right now is stupid
@3v1 Same way a person can work in a factory environment doing the same repetitive motion for 40 hours a week, 52 weeks a year for decades.
@qt this is it. They try to say "there's no script. Be yourself!" And then the audit team comes in, listens to your call, and says "nope you did it wrong. You need to say exactly this instead." Which leads to the individual developing a script, so they don't get punished again. I'm really glad I'm not there anymore because knowing that an AI would scrape all of my calls and grade them, would drive me up a wall and I would be so stressed on every call. I just don't get how people can do that sh-t for years and not go crazy
The AI group in my area is beyond d-mb.
The AI lead guy is from the land of dots. He shows up at 10:00 and leaves at 4:00.
I think they are picking projects that they know will add little value.
Fidelity AI is stuck in the old outdated way of doing things. The offshore AI teams at least are trying new things. Onshore data scientist teams just call vendor APIs and collect their one-level-higher salary than us engineers.
I work in PI and I have done everything in my power to help with automation for my department.
I lost my job at Fidelity due to AI but came back. The department I work in is so toxic that I will do everything to lean out the department. The job stress has been too much recently that I know people should have been fired or laid off, but that one happen unless I help.
@cx Fidelity is always playing catch up. They are not only lacking great technology, they are inconsistent and terrible at communicating everything that has changed.
The only saving grace is that the AI technology team is incompetent.
This will buy us all some time.
What is Fidelity AI team is doing? .Do they really build models or dowlnoad from hugging face and deploy it as their models ? .Have they created any models till now ?
@fg "The main thing here everyone seems to be missing is that customers largely don’t want to talk to an AI agent or have their money managed by AI. Additionally, if we go that route and customers realize it’s all just AI managing their money the next logical leap would be to just have their own AI agent managing their finances and cut Fidelity out as the middle man."
Customers are already talking to robots- human robots that are spoon fed call models and rebuttal responses.
I work in AI in brokerage. We are building the wrong things that were wrong in Q3 2025. the current state of the art cannot be used with the level of regulation we have. In 2028 if we manage to get current tech in place, we will have 1 in 10 engineers and call center reps. Not sure what will happen though as the non regulated tech companies are doing current tech now, not in 2028. That head start will shake things up for surem
@c4 you are a delusional cope, unfortunately
The main thing here everyone seems to be missing is that customers largely don’t want to talk to an AI agent or have their money managed by AI. Additionally, if we go that route and customers realize it’s all just AI managing their money the next logical leap would be to just have their own AI agent managing their finances and cut Fidelity out as the middle man.
Idk about you all but the second I realize a service I have is AI or AI generated slop I lose a ton of respect for them. Not to mention the security concerns.
The AI bubble is selling mostly hype and yes it’s impressive but even top CEOs have admitted the gained aren’t really realized in productivity but only selling the hype/ headlines similar to the dotcom bo-m. $500B invested in infrastructure for this with rising energy costs and demand and what, so far $60B in revenue? $30b of which is Microsoft’s investment in OpenAI… the math doesn’t math.. I’m not saying it’s a bubble yet but at some point they need to turn a profit or implement actual value.
Too many architects are sitting in G-8/9 grades. Every single one of them is replaceable by a model right now
Sooner than you think!
Fidelity is yet again playing catch up with regards to use of AI in finance.
@ar that's delusional cope unfortunately
First casuality will be internal AI teams
The last six months have seen incredible leaps in AI. There’s now enhanced AI code/systems being written 100% by AI, no human involvement. Top Fido brass says they’re not working on it, which means they definitely are and can once and for all destroy the thing they hate most - the employees.
Actually work on AI. Rest assured, it's just a productivity tool for human. Retooling can be learning to use the AI tools and be effective at it.
@a8 - Retooling for what lol... it'll soon be able to code better than most and generative ai is getting crazy good
It's coming- if you work in a call center and stop for a minute, listen to those around you and no matter what role- the conversations all sound the same based on the call model for specific role. It's really not that far of a leap for Ai to take over and sound realistically human. Ai has learning capabilities so it will evolve and be able to replace many repetitive speaking and transaction roles with minimal error. How much time will that be in- could be next year or could be 4 years from now. Now is the time if it seems logical your role will be replaced to start retooling now for the future.