Balancing AI and Human Judgement in Finance

AI is becoming more capable of interpreting context, making recommendations, and acting on behalf of users. For financial institutions, that presents a new strategic challenge. As AI becomes more deeply embedded across customer journeys, firms must decide where automation creates value, where human judgement remains essential, and how responsibility should be shared between people and machines. 

Many organisations are using AI to improve customer experiences, accelerate product development and deliver more personalised financial guidance. For example, the use of digital twins — simulations of real-world processes — can offer a way to test customer journeys, validate product changes, and simulate customer behaviour before new services reach the market. For financial services providers, this can boost innovation while reducing cost and risk. Yet concerns around transparency, bias and fraud continue to limit wider AI adoption, particularly where AI influences significant financial decisions.

This Financial Times webinar, hosted in partnership with Gen Digital, will bring together senior leaders from banking, behavioural science and technology to explore how financial institutions are preparing for a future in which AI plays a more active role in customer engagement. The discussion will examine how organisations are defining the boundaries between automation and human oversight, where behavioural science can strengthen customer outcomes, and how firms can innovate responsibility while maintaining trust.

Human Oversight

Where should organisations draw the line between AI-driven automation and human decision-making?

Trusted AI 

How can financial institutions build trust while expanding the use of AI?

Customer Intelligence

How can AI and behavioural science create more personalised customer experiences?

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