Banks must balance caution, customer inconvenience
AI agents can cause friction with consumers due to alert fatigue, redundant processes
Digitalization and AI implementation can streamline bank operations, but new technologies can work against an institution if they create friction with customers. Banks using AI systems “need to strike a balance between detecting fraud and inconveniencing customers,” Anton Dahbura, co-director of the Johns Hopkins Institute for Assured Autonomy and executive director of the Johns Hopkins […]
