Today, banks are competing with every frictionless digital experience customers have. Speed, simplicity and “invisible trust” are the baseline expectations.
In a Banking Transformed podcast with Jim Marous, “How AI, CX, and Trust Must Coexist,” TaskUs’ Phil Tomlinson, SVP of Global Offerings, and Pragya Agarwal, VP of Financial Crimes & Risk Operations, explain that the future of banking relies on three key shifts:
- Using agentic AI and behavioral biometrics — like how a user scrolls or types — to authenticate identity in real-time without interrupting the transaction
- Deploying AI to crush high-volume data and routine tasks, while reserving human experts for the nuance and explainability required in complex risk scenarios
- Moving from being a vault for money to becoming the trusted anchor for a customer’s entire digital identity
