Fintech Insider Podcast by 11:FS

1006. Insights: AI in banking - What it really means for the customer

19 snips
Oct 16, 2025
Guest
Rosie Lee
Guest
Oscar Barlow
Guest
Vivek Madlani
In this discussion, Vivek Madlani, Co-founder and CEO of Multiply AI; Oscar Barlow, Head of AI Advocacy at Starling Bank; and Rosie Lee, Senior UX Researcher at 11:FS, delve into the reality of AI in banking. They explore how AI enhances customer service and back-office operations, revealing a gap between hype and tangible benefits. The trio discusses customer preferences for self-service, the importance of personalization, and the need for trust in AI solutions. They also emphasize the need for responsible AI rollout and adapting to customer interactions for meaningful experiences.
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INSIGHT

AI Works Quietly Behind The Scenes

  • AI is already helping banks but mostly behind the scenes in customer service and compliance.
  • The challenge is turning quiet automation into transformative customer experiences.
ADVICE

Validate Probabilistic Systems Rigorously

  • Test probabilistic AI systems extensively before releasing them to customers to reduce risk exposure.
  • Keep humans in the loop for higher-risk customer-facing actions during rollout.
INSIGHT

Hidden Automation Scales Advice Services

  • Back-end AI automation boosts frontline service by freeing human advisors from admin tasks.
  • That time saving lowers costs and opens services to many more customers.
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