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.
