From speed to sensitivity: BFSI leaders balance AI automation with human-led servicing

Published By: ​ETBFSI​

Published Date: 26/03/2026

BFSI leaders and technology experts highlighted that the industry is moving beyond a singular focus on speed and automation toward a more balanced model that integrates AI efficiency with human empathy and contextual decision-making. They noted that while AI is being embedded across the customer journey from underwriting and claims to engagement and support, pure automation without sensitivity risks eroding trust.