Four layers of new strategic infrastructure
| Purpose | Core element | Outcome | Exemplary articles | |
|---|---|---|---|---|
| 1. Engagement layer | It orchestrates seamless and interactive exchanges for customers, employees and partners, plus offers personalized service recovery | Omnichannel orchestration, conversational AI (text/voice/visual), robo-advisors, digital twins to simulate customer and employee behavior, plus biometric authentication systems | It drives trust and emotional connection while maintaining efficiency | Bin-Nashwan et al. (2025), Ho and Chow (2024), Mostafa (2025) |
| 2. Decision-making layer | It functions as the cognitive AI core of the bank through predictive models, generative and agentic AI. It orchestrates multiagent systems that plan, reason and act autonomously | Agentic AI, domain-specific agents (e.g. credit, fraud, tax, compliance) and orchestration engines | It processes optimization, automated and efficient data-driven judgment, portfolio management, enhanced risk management, proactive fraud detection and optimization of lending | Ben-Ishai et al. (2024), Bornet et al. (2025) |
| 3. Core technology and data layer | It provides the digital infrastructure for scalable AI operations | Hybrid cloud infrastructure, LLM orchestration gateways, vector databases, machine-learning operations (MLOps), FinOps and secure data fabric for enterprise-wide knowledge management | It supports continuous learning, improvement and innovation. It responds dynamically to market volatility, cybersecurity threats and evolving consumer expectations | Cao and Zhang (2025), Vlačić et al. (2021) |
| 4. Operating model layer | It provides governance and value creation. It rewires organizational design to integrate AI strategically across domains | AI control tower, cross-functional teams, platform operating model, modern talent strategy and ethics/governance frameworks for algorithmic accountability | It provides effective digital transformation, measurable ROI and reusable AI assets across subdomains. It oversees the other layers, ensuring transparency, fairness and accountability | Cao and Zhang (2025), Giudici and Raffinetti (2023), Hurlin et al. (2026) |
| Purpose | Core element | Outcome | Exemplary articles | |
|---|---|---|---|---|
| 1. Engagement layer | It orchestrates seamless and interactive exchanges for customers, employees and partners, plus offers personalized service recovery | Omnichannel orchestration, conversational AI (text/voice/visual), robo-advisors, digital twins to simulate customer and employee behavior, plus biometric authentication systems | It drives trust and emotional connection while maintaining efficiency | |
| 2. Decision-making layer | It functions as the cognitive AI core of the bank through predictive models, generative and agentic AI. It orchestrates multiagent systems that plan, reason and act autonomously | Agentic AI, domain-specific agents (e.g. credit, fraud, tax, compliance) and orchestration engines | It processes optimization, automated and efficient data-driven judgment, portfolio management, enhanced risk management, proactive fraud detection and optimization of lending | |
| 3. Core technology and data layer | It provides the digital infrastructure for scalable AI operations | Hybrid cloud infrastructure, LLM orchestration gateways, vector databases, machine-learning operations (MLOps), FinOps and secure data fabric for enterprise-wide knowledge management | It supports continuous learning, improvement and innovation. It responds dynamically to market volatility, cybersecurity threats and evolving consumer expectations | |
| 4. Operating model layer | It provides governance and value creation. It rewires organizational design to integrate AI strategically across domains | AI control tower, cross-functional teams, platform operating model, modern talent strategy and ethics/governance frameworks for algorithmic accountability | It provides effective digital transformation, measurable ROI and reusable AI assets across subdomains. It oversees the other layers, ensuring transparency, fairness and accountability |
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