Striking a delicate balance: Technology should augment, not replace, human interaction in banking

Think about the most common reason you find yourself reaching out to customer service in banking: it's rarely good news. Much of the time it's to resolve a problem, and you're likely not having a good customer experience. As much hype as there is on how traditional banks are "behind the times" in implementing technology to improve customer experience, I don't think full-on artificial intelligence-powered chatbots are necessarily the answer. Here's an example: Recently I received a text from a fintech P2P player regarding a password change I had not requested. I immediately was alarmed, since that is a red flag that someone is trying hack my account, and this account is directly linked to my Chase checking account.