Today, yet again we ponder upon the two types of banking – traditional, that is driven by empathy and insight only humans draw of their customers, the other, digital that is run on artificial intelligence and its precision.

But the real question, though, isn’t which is better. It’s how banks can combine the best of both worlds to deliver an experience that’s not just efficient but also deeply personal.

It’s more personal with a personnel

AI-powered tools in banking have revolutionized the industry. From predictive algorithms that can forecast spending patterns to chatbots that resolve customer queries in seconds, AI is proving invaluable. But here’s the deal—while AI in banking brings speed and accuracy, it lacks something essential: the human touch.

Banks globally are recognizing that true success doesn’t come from relying on AI alone. It’s about creating a balance between AI’s capabilities and human expertise.

The power of human interaction in digital banking

It’s clear that while AI can perform repetitive tasks and offer data-driven insights, human advisors are crucial in maintaining trust and providing emotional intelligence. According to a McKinsey report from 2022, 63% of customers still prefer to speak to a real person when dealing with sensitive financial matters.

Why?

Because the human touch in digital banking offers empathy, guidance, and reassurance in ways that AI simply cannot.

Globally, banks are investing in hybrid solutions that leverage AI’s strengths while ensuring human advisors remain accessible.

In the Middle East, Emirates NBD has integrated AI into its operations to improve efficiency and customer engagement, but human advisors are still available for more complex queries.

Similarly, European banks like BBVA use AI to automate credit scoring but rely on human intervention for final approvals in complicated cases. It’s a clear sign that digital transformation in banking requires more than just AI—it demands a harmonious balance with human expertise.

How Clayfin can help keep banking smart but personal

We are uniquely positioned to help banks strike a delicate balance between AI-powered efficiency and human-centered banking. By integrating our advanced digital banking solutions with the human touch, banks can offer a seamless, hybrid customer experience to the end-users.

AI-driven personalization with our PFM solution, Spinach

Our PFM solution, Spinach uses AI and predictive analytics to personalize financial advice, such as budgeting recommendations and savings goals. This is complemented by human advisors, who step in to handle complex financial decisions, ensuring that customers get both data-driven insights and empathetic, human support.

Empowering self-service backed by expertise

Our advanced digital banking services enable customers to take control of their finances. When deeper insights are needed, we ensure a transition to human experts who provide personalized advice, combining automation with the assurance of expert support.

This blend of automation for efficiency and human engagement for trust and empathy creates a more holistic customer experience.

Tech can’t do it alone! Why AI needs human expertise in banking

The future of banking isn’t about choosing between AI and human interactions—it’s about combining them in a way that elevates the entire customer experience. Banks that master this balance will not only streamline operations but also create deeper, more meaningful relationships with their customers. AI offers the speed, precision, and efficiency that modern banking demands, but it’s the human touch that brings empathy, trust, and loyalty into the equation.

In this digital-first world, the banks that thrive will be the ones that recognize the irreplaceable value of human interaction. AI may power the journey, but human advisors are the navigators who guide customers through complex, emotional, and high-stakes decisions.

After all, technology can crunch the numbers, but it’s the human connection that builds trust and turns customers into long-term partners!

Subhranil Mazumdar

Subhranil Mazumdar has almost a decade of inside sales and account management expertise. He is Clayfin's Regional Sales Head for India and Southeast Asia. His commitment to helping clients grow their businesses and meet their goals and his broad knowledge of technical tools has resulted in multiple successful project executions.

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