- Key takeaway: People are becoming increasingly wary that things they see, read and hear may be AI-generated rather than authentic. To maintain customer trust, banks need to leave no doubt that they are people-driven organizations.
- What's at stake: With the inescapable tsunami of AI-generated material these days, people are increasingly skeptical of much of what they read, and even what they hear and see.
- Forward look: In the real world of banking, being real matters more than ever.
At a recent banking conference, my ears perked up a bit as the speaker began telling a "personal story." His delivery was funny and folksy, and I could tell he had practiced it well.
The thing was, as he progressed, I found myself telling the story one step ahead of him. I'd heard this story before, and more than once. Upon finishing the two minute or so narrative, most of the audience laughed and he moved on.
I waited a second, thinking surely, he would acknowledge that his personal story was actually something he had heard elsewhere and liked enough to share. You know, some kind of acknowledgment that the material being used was first created by someone else.
Nope. He just moved on, apparently happy with the goodwill the "personal" story and laughter generated for him.
I, on the other hand, was now too curious to listen to what came next. As I sat there, I entered the crux of the story into an
I couldn't help but find myself questioning and doubting pretty much everything else that came out of his mouth for the rest of the speech. He was practiced and polished and passionate, but now he was also doubted.
Maybe because of my profession, I'm more sensitive to those things than others. As trivial as "borrowing" someone else's story may seem, I believe my reaction is one that more and more people are having today.
With the inescapable tsunami of
A friend and I were recently texting about football coach Ed Orgeron returning to Louisiana State University to work with head coach Lane Kiffin. Ed, my friend, and I all attended the same high school.
Jokingly, and within a couple of minutes on my phone, I took the picture from the social media post of Lane Kiffin and Ed Orgeron and had AI place my friend between them with his arms around both, as if he had brokered the deal.
The result shocked me. It looked incredibly authentic. If you didn't know it was fake and didn't run it through other AI programs to verify it, you'd have little reason to doubt it.
Well, other than the absurdity of it, which would be obvious to anyone who actually knows my friend.
While driving in my car, I've noticed that several radio stations now promote themselves as being "always human." At first, I quipped that no one cares who picks the songs if I like the music.
Later, someone pointed out to me that they meant they only play music actually performed and produced by humans, not AI generated songs.
The Canadian-American bank's first AI agent does the work of gathering any missing documents and verifying data for mortgage applications.
Then, this week, someone sent me a compilation video of commencement speakers around the country being booed by graduates whenever they said anything positive about AI.
Yes, this is all anecdotal evidence and not necessarily a sign that so many companies' unbridled rush to declare AI fundamental to their operations is wrong. At this point, it's hard to pretend that we are not living through a transformative period.
What we are being transformed into, however, and what the true long-term impacts will be on people, businesses, and society in general, remain unknown and likely will for quite some time. Sure, there are plenty of pundits pretending to have a crystal ball, but … hey … caveat emptor.
In a world where people increasingly
One of the points I have most stressed to bankers, even before we began hearing so much about AI, is that as technology becomes more ubiquitous, our people matter more, not less. Technology levels the playing field far more than it tilts it.
Over time, you will not be able to differentiate yourself based solely on technology, price or even the total number of physical branches you operate. Branches remain vital for many reasons, but they are no longer the absolute determinant of perceived convenience that they once were.
If AI eliminates busy work and gives employees more time to actually listen to, help and connect with customers, that's a win for everyone.
The best operators will see AI as a tool to empower their people, not replace them. Just as importantly, they will clearly communicate that to their teams and customers.
Because in the end, it is still people, along with their energy, empathy, talents, and dedication, who show up in branches and communities every day to make a difference.
In the real world of banking, being real matters more than ever.
