There is no shortage of noise around AI in financial services.
Big promises.
Big fears.
Bold claims about automation replacing people.
That is not how we see it.
In a recent video interview with The Credit Union Connection, our CMO, Matt Phipps, shared Agent IQ’s perspective on what AI really means for financial institutions and the relationships they have with account holders.
While the interview was hosted by a credit union publication, the conversation applies broadly across the industry. Banks and credit unions alike are navigating the same tension. Account holders expect speed and convenience. They also expect trust, continuity, and real human support when it matters most.
This interview explores how those expectations can coexist.
If you are thinking about:
- How AI fits into relationship-driven financial services
- Whether digital experiences can still feel personal
- What role staff should play as automation expands
- How to drive efficiency without sacrificing trust
This conversation is worth watching.
A more grounded view of AI
At Agent IQ, we do not believe AI replaces relationships.
We believe it removes friction.
In the interview, Matt digs into what account holders actually expect today, and why speed alone is not enough. When routine questions are resolved quickly and accurately, staff are freed up to focus on higher-value moments. Conversations carry context. Relationships deepen instead of restarting every time someone reaches out.
That balance is the point.
Matt also shares why keeping humans in the loop is essential, not optional, and how responsible use of AI can help financial institutions scale their relationship model without losing what makes it work.
Why this matters now
Financial institutions are at a real inflection point. Digital engagement is no longer a differentiator. It is a baseline expectation. At the same time, trust and personal connection remain the true drivers of long-term loyalty and growth.
The future is not automation versus people.
It is technology that enables people to show up better.
This conversation reflects how we think about AI, relationships, and growth.
Practical.
Human.
Focused on what actually works.
Watch the full interview below:
