The chief executive of Personetics told Banking Dive that the human channel is the biggest moat or differentiator banks have compared to large language models and AI agents. The comment suggests that, even as AI tools grow more capable, banks can still set themselves apart by focusing on personal relationships and human service.
For senior leaders in banking, the message is that technology alone may not be enough to win customer trust or loyalty. Decisions about digital investment should weigh where human advice or empathy makes a difference to clients, especially in complex or sensitive situations.
