Have you ever tried to reach out to customer support and received a reply from AI or a bot? Most likely. And it probably left you feeling like the bot could not fully understand or resolve your issue. That’s because while AI can handle simple questions, it often falls short when things get complex or emotional.
But you’re not alone in this — statistics only support this sentiment, as more than 80% of consumers would rather wait for a human agent than speak to a bot. Clearly, the desire for human connection persists — and in fintech, it’s more critical than ever. Customers entrust their money to them, often reaching out in moments of stress tied to sensitive financial matters.
Human need in customer support
Yes, AI solves many issues, but it still struggles in areas that need emotional understanding. Humans are much better at picking up on emotions and handling sensitive situations. For example, if someone calls about a frozen account or possible fraud, they are probably feeling scared. A chatbot might operate on facts, but only a real person can respond with care and calm down the client. Only an empathetic response can neutralize a negative experience.
Moreover, in fintech, the problems that can arise are hardly one-size-fits-all. The majority of inquiries from customers often require good judgment and human critical thinking ability. It is actually crazy to think that children have a better ability for causal thinking — realizing that one action leads to a specific outcome — than AI.
So, judgment and critical thinking ability are where people shine, especially when working with high-net-worth clients who expect tailored service. Many get frustrated when chatbots cannot correctly solve their problems or answer their questions clearly. In the end, people want to feel understood, which is something only humans can truly offer so far.
AI in the role of support, not replacement
Given the limitations AI has, it works best not as a complete replacement for human service, but as a supporting layer. So, human supervision is essential in the AI implementation — when integrated thoughtfully, it increases human efforts rather than displacing them.
That’s not just a view; it’s already the reality in many products. AI handles quick, repetitive questions, but more complex or sensitive ones are passed to humans.
Take fintech companies working in the creator economy. This is a sphere where a human-centric approach truly matters — and where smart use of AI can make a meaningful difference. Creators often have complex financial journeys. Their income is typically variable, can come from multiple platforms, and may even be international. Their particularities present unique challenges, and fintech companies working with them should understand that automation alone can’t always solve their issues.
So the question is not whether to use AI or not — it’s how to design systems where AI actively helps humans do their job better. When done right, integrating AI can free humans from routine tasks and allow them to focus on high-value interactions where empathy is required. That’s how we move from just solving problems to truly supporting people.