FinTech LIVE London: Insights from Concentrix Catalyst

November 25, 2024

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Gerald Pullen, Managing Director for Business Transformation at Concentrix Catalyst, explored the transformative potential of AI in the fintech industry

On 22 and 23 October, FinTech LIVE continued to expand its global events series and host Fintech LIVE London Global Summit.

Throughout the event, a range of industry experts shared their expertise on some of the most prominent topics in the industry, such as AI, payment technology and the relationship between innovation and regulation.

During Day One of our exclusive event, Gerald Pullen shared his expertise on AI adoption, focusing on customer experience and operational efficiency.

Gerald kicks off the session by outlining the dual benefits of AI for customers and employees.

He notes how AI tools are streamlining processes in customer service, enabling smoother interactions.

“Gone are the days where they’re (advisors) wrestling with multiple systems, trying to figure out how to interrogate six different legacy systems, where they’re trying to have an authentic conversation and really listen to the customer,” Gerald explains.

AI now consolidates information, offering solutions in real-time and reducing post-call administration.

Customers benefit from self-service options and more effective assistance when they interact with representatives.

Internally, organisations have seen productivity gains from AI applications such as automated proposal writing and employee training.

“Training packages for new starters used to take maybe a week to pull together. We now pull them together in a matter of hours,” Gerald shares.

He highlights these improvements as essential to reducing employee effort and enhancing genuine human interactions in customer service.

Gerald Pullen, Managing Director for Business Transformation at Concentrix Catalyst at FinTech LIVE London Global Summit 2024

Overcoming challenges in AI adoption

Despite its promise, Gerald acknowledges hurdles in adopting AI, especially in ensuring data quality, security and behavioural science considerations.

He cites a study revealing that people are more likely to lie when interacting with AI compared to human agents - a behavioural challenge that companies must address.

“It’s not about the technology, it’s about how we deploy AI within that customer experience and what guardrails do we want to have in place,” he says.

The conversation also explores the low success rate of AI deployments, with many failing due to inadequate foundations in data accuracy and system integration.

Gerald advocates for robust planning and human oversight to mitigate these risks.

Gerald Pullen explored the transformative potential of AI in the fintech industry in his keynote presentation

AI's transformative role in fintech

Gerald turns his attention to fintech, highlighting its gains from AI adoption.

He describes advancements in automated responses to customer complaints, allowing experts to focus on refining AI-generated outputs rather than creating them from scratch.

Other use cases includes improved compliance and 100% quality assurance checks, replacing outdated sample-based methods.

One standout example involved AI systems revolutionising knowledge management by quickly accessing policy details through natural language processing.

Gerald also emphasises real-time coaching as another significant development in AI-enhanced customer service.

Gerald concludes by encouraging a balanced approach to AI adoption, integrating human expertise and diverse perspectives to address potential biases in data.

Gerald Pullen, Managing Director for Business Transformation at Concentrix Catalyst