Artificial intelligence will not be able to replace the human relationship with bank customers, VTB CEO Andrey Kostin said at the Bank of Russia conference "Focusing on the Customer". According to him, high competition forces Russian banks to constantly improve services and invest in new technologies.
"Of course, nothing can replace a person. You can't be a good school teacher without loving children. You cannot be a good doctor if you are indifferent to the patient. And in the same way, you cannot be a successful banker if you do not have a special attitude, sensitivity, understanding, humanity. Something that artificial intelligence, I hope, will not have in the near future, I always try to look at the customer's problem, I always say.
The head of VTB noted that customers can choose the services of several large banks at the same time, so financial organizations are actively developing digital services and online services. At the same time, the main competitive advantage, in his opinion, remains the quality of interaction with customers.