Silicon Valley Bank is using AI to improve marketing efficiency—which it hopes will help it rebuild trust

The strategy: Silicon Valley Bank (SVB) is leveraging third-party AI-enabled content creation tools in hopes of enhancing marketing efficiency and generating content that rebuilds customer trust post its March 2023 collapse, per CMSWire.

The details: The bank uses AI tools including Jasper and Pulze.ai to draft content, adjust messaging, and speed up workflows.

• These tools generate blog posts, social media content, and omnichannel campaigns.
• SVB also uses the technology to better analyze marketing data to uncover actionable insights, informing campaign strategies and understanding customer behavior.
• All AI-generated content undergoes human review to ensure accuracy and compliance.

The impact: SVB estimates that the use of genAI tools has slashed time and costs for content creation in half.

The AI tools are also helping the bank augment marketing teams and do more with less—a key improvement, as the bank lost over 500 employees following its collapse.

Can it work? Because the bank wants to rebuild consumer trust, transparency will be essential when communicating to its customers about how it uses genAI and protects their data in the process.

The strategy could work if:

• SVB uses AI to generate high-quality content—but is cautious about extending AI usage elsewhere, given that consumers are hesitant around letting AI access their personal data. 
• It continues to prioritize ensuring clear procedures around using AI.

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