The AI in Business Podcast Why Human-Centered Service Still Matters in the Age of AI - Charles Pointer at Commerce Bank
Jun 25, 2025
Charles Pointer, Vice President of Bank Operations at Commerce Bank, shares his wealth of experience in commercial banking. He discusses how traditional banks are integrating AI to enhance customer service while retaining personal connections. The conversation highlights the balance between technology and human interaction, the importance of aligning management with data science, and strategic planning for successful AI integration. Pointer emphasizes a customer-focused approach, ensuring compliance and adaptability in the evolving financial services landscape.
AI Snips
Chapters
Transcript
Episode notes
Commerce Bank's Cautious AI Start
- Commerce Bank, a 160-year-old community bank, is starting its AI journey cautiously, focused on call center modernization.
- They aim to balance fast technological solutions with preserving personalized customer relationships.
Automate Routine, Retain Human Touch
- Use AI to handle routine inquiries like password resets to reduce call center agent frustration.
- Keep complex issues human-led to maintain the valued personal touch with customers.
Align Internal Teams for AI Success
- Different bank teams have varied metrics and customer handling styles, complicating AI integration.
- Understanding internal communication and customer messaging is key to reducing avoidable inquiries.