Bank Customer Experience Podcast
Finding the balance between AI, personal touch in banking
How can big and small banks use AI without losing the personal touch? Mack Turner, analyst and expert, discusses in today's podcast episode.
November 14, 2025
Banks are embracing AI for several different purposes. Some are using it for fraud detection, loan origination and handling basic customer interactions. While big banks have a great deal of resources for AI, community banks can also take advantage of AI tools; however, there's a danger here that banks will over-rely on AI, or not give bankers the ability to override AI decisions and in turn lose that personal touch.
Mack Turner, marketing and insights analyst at Mack Turner Marketing Consulting and Insights LLC joined Bradley Cooper to discuss how banks are using and how they should be using AI in today's episode of the Bank Customer Experience podcast.
For larger banks, Turner said that "banks increasingly use AI to forecast customer behavior in the credit decisioning and predictive modeling space. Large banks use AI to scale what humans can do, especially where data is voluminous and patterns subtle."
On the community banking side, he discussed how can use AI for fraud or check detection, as well as screening small business lending.
On the banker side, this has led to bankers increasingly moving away from routine transactions to high emotion, stressful conversations with customers such as fraud events or mortgages. Turner said that due to this shift banks need to make sure employees are well supported to avoid burnout.
Other topics discussed during the podcast included:
- The importance of empathy for the customer and the employee.
- Enabling employees to override AI decisions.
- Using AI to support rather than replace humans.
Listen to the podcast in its entirety above.
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