Jan Thomas Lerstein heads the Emerging Technologies department in DNB. He has 20 years of experience in financial services and has always worked in the crosslines between business and IT. Jan Thomas is passionate about technology and the potential of AI in creating a better customer experience. Over the past two years DNB has reengineered their chat channels and implemented chatbots in several channels automating close to 60 percent of all chats in online banking and social media.