Balancing AI and Human Judgement in Finance
This Financial Times webinar, hosted in partnership with Gen Digital, will bring together senior leaders from banking, behavioural science and technology to explore how financial institutions are preparing for a future in which AI plays a more active role in customer engagement. The discussion will examine how organisations are defining the boundaries between automation and human oversight, where behavioural science can strengthen customer outcomes, and how firms can innovate responsibility while maintaining trust.
TL;DR
- AI's increasing capabilities in interpretation, recommendations, and action present strategic challenges for financial institutions.
- Organizations must determine the optimal balance between automation and human judgment in customer engagement.
- AI deployment in finance can improve customer experiences, accelerate product development, and offer personalized guidance.
- Digital twins are used to test customer journeys, validate product changes, and simulate behavior, boosting innovation while reducing cost and risk.
- Concerns about transparency, bias, and fraud limit wider AI adoption, especially for significant financial decisions.
- The webinar will explore how financial institutions are preparing for AI's active role in customer engagement.
- Key discussion points include defining automation-human oversight boundaries, strengthening customer outcomes with behavioral science, and responsible innovation while maintaining trust.