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Op-Ed 3
For the past few years, the rise of AI application has positively impacted on the financial industry in
almost every area. However, its potential is not guaranteed, resulting in many questions around the
ethical awareness and responsibility of financial professionals, whose jobs technically seems to be
replaced. As no one knows exactly who is responsible for AI decisions and actions, the dispute around
The inevitable development of AI technology offers unlimited benefits for the banking and financial
sector. First, AI is increasingly using its huge potentials to help people make better sense of their
money, automate actions to promote financial wellbeing and help rebuild trust between banks and
customers. In the fintech industry, we’ve seen ROBO advisors that aim to replace finance
professionals such as bankers, financial planners, financial advisors and such by providing customers
and businesses investment advice, or by providing people recommendations to increase their earnings
from stock assets. We’ve also witnessed how Chatbots has changed the way we define customer
service with self-serve platforms. Second, automation motivates actions that serve the customer’s
best interest, such as transferring money across accounts to avoid overdraft fees and switching to
better providers and products. Automation may also be helpful for people with mental health
conditions who experience a lack of control over their spending habits and want to pre-commit to
certain behaviors. Despite the fact that some authorities have publicly spoken their concerns about
ethical issues happening to industry’s employees when their physical job junctions can disappear,
what the industry is truly reacting shows the contradiction. Since AI would and is automating a lot of
routine tasks and performing them in a more efficient and reliable manner, the roles and
responsibilities in a workplace are going to transform. Banks and financial services are consistently
keeping a lookout for what kinds of roles are getting eliminated by AI application before issuing an
alternative action plan to upskill such employees through training and education.
Dexter Nguyen
Op-Ed 3
The potential is big, but the challenge is bigger. One of the standards, which are being challenged, is
the transparency about the use of AI in the industry. History shows that many big names used to
disappoint loyal customers by betraying their trust. In 2018, there might be no exception when the
United States saw a 20-point drop on the Edelman Trust Barometer when it came to consumer trust
in financial services. While AI technology provides immense opportunity to help build trust through
personalized advice and coaching, as well as confidential human-like conversations, these intelligent
systems are still emerging and unfamiliar to the general public, who are already using an AI tool, but
don’t realize it. So, the question is how banks can be more transparent about the use of AI technology?
They need to balance between offering a human interaction, while still being apparent to the user that
this is the work of conversational AI. Talking about the second challenge, customers have a reason
to question the accountability when they are served by AI technology. Who is responsible for the
outcome of the decision-making process of an artificial agent chatting with you via a mobile device?
Who should be answerable to the consequences of incorrect advice of an AI algorithm? Ideally, the
parties, companies, or organizations who have produced the algorithm should take responsibility for
all the decisions taken by the AI model. But what about the banks or financial services to which you
are dealing? What are their roles in solving your problems? There has no right and legal answer in
near future. Finally, one of the top concerns of AI by far is its threats to consumers’ data and privacy.
A bank can hold a large store of data about their customers as a way to enhance the performance of
AI platforms. Although in Europe, we’ve already seen data privacy laws coming into effect to govern
and protect consumer data, there are still big legal gaps in many other countries around the world.
Nothing happens if the whole banking and financial industry carefully consider how they handle
customers’ personal data collected. However, no one is sure that they are treating it properly by