By 2025, an estimated 95% of customer interactions are projected to be handled by AI, a mind-blowing statistic reflecting how deeply automation is rooted in financial services. Meanwhile, 72% of finance leaders say they have already integrated AI into their operations, from fraud detection systems to customer onboarding automation.
Fintech’s use of AI spans many aspects, but nowhere is the impact felt more personal than in customer communication. While companies are betting on automation as a catch-all solution, customers are not completely ready to let go of human connection, especially when it comes to money issues.
Here is the dilemma: There is a strong trust in AI as a tool for optimising workflow, but that often means sacrificing human judgement and nuance.
So, does fintech need to draw the line between what AI should handle and where human interaction is essential? Does the trust gap truly exist, and if so, how do we balance it? Let’s delve deeper.
Optimised, But Disconnected: The Cost of AI-First Fintech
Unarguably, fintech companies do not just strive to adopt AI, they are trying to embrace it as the new standard. Automation handles nearly every part of financial services communication, from round-the-clock chatbots to algorithms approving loans in seconds. This is further confirmed by the research, which shows that more than 60% of banks have chatbots, whereas approximately 38% are Tier 1 organisations, which reflects a broader trend in fintech.
To be fair, automation does work until it does not. Speed, scale, and efficiency are extremely important in today’s digital finance, but something else is quietly fading in the background. What exactly? Empathy. Customers dealing with debts, stress, or major life decisions do not just need responses; they want to be understood. Without a doubt, AI can deliver answers, but not comfort.
This is where the cost of AI-first thinking starts manifesting itself. In prioritising speed over sensitivity, fintech risks reducing complex financial moments to transactions, not relationships. Along with the expansion of automation, purely human qualities that foster trust — empathy, patience, and emotional context — are being quietly overshadowed. The result is a faster service but also a growing sense of disconnection.
Trust Gap Isn’t Just a Myth?
Fintech may be optimising faster than ever, but trust has not kept pace. As automated systems kick in, many customers are left questioning whether the trade-off is worth it. When financial stakes are truly high, people just do not want issues solved quickly. They want to be heard, understood, and reassured. AI still falls short in this.
Recent surveys demonstrate customers’ clear scepticism. Only 5% of consumers said they rely on AI for financial decisions, while nearly two-thirds believe in human advisors. Even more telling: 45% of U.S. adults said they dislike chatbot-based customer service, and only 19% view it as helpful.
These numbers reveal a deeper discomfort, and such resistance stems from the fact that machines simply “do not get” the human side of finance. AI may flag a suspicious transaction but definitely does not calm down customers while they are panicking due to having their rents at risk.
So, there is growing evidence that when it comes to money, perception outweighs performance. FINRA’s experiment showed that people trusted identical financial advice more when they thought it came from a real human rather than AI. Therefore, financial trust can not be built on answers alone — it is built on connection. Customers are required to have someone truly listen to them.
Of course, this does not mean that the answer is to get rid of automation. It is more about rethinking where AI matters most. As the trust gap becomes obvious, the real challenge is to balance its usage.
AI Can Answer — But Should It Always?
As I mentioned before, the key is to draw the line between AI and human touch. So, the sorting of tasks depends on what AI handles best and where human understanding is necessary, which could be an exit strategy.
As a basic rule, emotional or high-risk matters — such as dealing with disputes, final investment decisions, or creating personalised financial plans — should always involve human talent. Conversely, simple and low-stake inquiries, such as checking a balance, resetting a password, or getting a quick loan, should be outsourced to AI because it will help save time and effort.
If fintech companies manage to get the right balance, the result could be powerful: automation handles simple tasks, while human agents kick in where complex situations emerge.
Eventually, finding the AI-human equilibrium is no longer just a design choice, it is a competitive edge. Speed alone can not build lasting relationships where trust is needed. And trust is earned not only through flawless execution but also through moments of human connection when they matter most.
