In banking, trust underpins some of the most personal decisions customers make, from paying their mortgage to financing their future. That makes the sector a revealing test case for how AI is reshaping customer relationships – its emphasis on balancing convenience and responsiveness with reliability and security offers valuable lessons for any organisation looking to earn lasting consumer confidence.
At bunq, AI is integral to the user experience, with its AI-powered support app, Finn, handling 97% of all user enquiries. Here, bunq's Chief Evangelist Joe Wilson explains how this technology generates a continuous stream of user signals, enabling the business to anticipate emerging issues and address them before they escalate into wider problems.
Key themes:
- Why the true measure of AI is whether customers can depend on it when it matters
- How everyday customer interactions can reveal opportunities to improve service
- What other industries can learn from digital banking's approach to support development
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