The finance sector runs on two things: trust and technology. While financial service providers are upgrading on the latter, the former is a primary determinant of consumer loyalty and engagement.
The same old story of rapid digitization goes for the finance sector as well, but now technologies like automation and Artificial Intelligence (AI) are on the scene, and we’re moving away from the simplicity of online banking.
So, where exactly are we heading? The answer is a future dominated by AI, automation, and decentralization. This is a time when balancing technology with consumer safety and satisfaction is more important than ever. What began as a digital convenience is now slowly turning into an elaborate set of tools capable of managing everything from daily expenses to complex investment strategies.
This offers us convenience like never before, with countless options at our fingertips. However, as these technologies become an increasingly important part of our financial lives, they also bring new challenges.
How do we keep up? And as new, completely automatic methods emerge to simplify our financial management, how can our financial institutions maintain our trust in them? These questions should concern us since we are only beginning to explore what’s possible in fintech.
Read on to learn which technologies are at the cutting edge of finance and how we, as customers, can benefit from them.
Technologies set to transform consumer finance
Before diving in, the standard caveat of limited-form lists: As technology evolves rapidly, this list will continue to expand. From the moment of publication to the time you’re reading, this list may already be obsolete! That being said, here’s a moment-in-time look ahead.
1. Advanced Security Protocols
Personal data protection measures should be at the core of any consumer policy. Today, about 78% consumers would switch financial service providers if they felt their data was mishandled.
Since new cyber threats–such as Gen AI frauds–are rising, financial service providers must implement advanced security protocols and provide actionable guidelines to safeguard our data.
These protocols enable reliable data transfers across networks, rigorously authenticate identities, and continuously verify connections, significantly reducing the chances of data breaches and fraud.
Technologies such as end-to-end encryption, secure access service edge (SASE), and zero-trust security models ensure consumer data protection
2. Chatbots and Engagement Tools
AI-driven chatbots and digital engagement tools are changing the foundation of customer service in finance. These technologies provide 24/7 support, handling everyday inquiries and sometimes even complex transaction disputes.
Chatbots offer personalized customer interactions by simulating human conversation to enhance user experience. However, nobody likes to remain stuck with a chatbot or IVR system with an issue that requires human attention. A whopping 85% of consumers still believe that their problems usually need human attention.
Banks, credit unions, and payment service providers (PSPs) should find a balance between using automated custom engagement/ support solutions and human interactions.
3. Blockchain
Blockchain technology has the potential to improve finance for all by enhancing transparency and security across transactions. The decentralized ledger system facilitates faster transactions, reduces costs by eliminating middlemen, and increases transparency, making it easier for us to trace and manage our financial activities.
Blockchain also supports the implementation of smart contracts that execute automatically under set conditions, which is certainly a more streamlined approach to managing agreements and reducing the likelihood of disputes.
- Cross-Border Payments: Blockchain-based platforms and services allow you to send money to friends and family across borders in minutes and at lower fees than banks. Platforms like RippleNet connect banks in over 50 countries while enabling faster, cheaper, and more transparent international transactions
- Lending Platforms: Decentralized blockchain platforms let you lend or borrow cryptocurrencies without the need for a mediating bank. For instance, Dharma and Compound are platforms that use smart contracts to make the process straightforward and user-friendly while automatically managing everything, from issuing loans to collecting repayments.
- Credit Scoring: Thanks to blockchain, companies like Bloom are changing how credit scores are calculated. Your data is secured on the blockchain, giving you control over who sees it and how it is used. This means you can build a credit score based on your actual financial activities on the blockchain and show a clearer picture of your creditworthiness.
- Stock Exchange: Major stock exchanges like NASDAQ and Hong Kong Stock Exchange are leveraging blockchain to revolutionize trading and post-trading processes. NASDAQ’s Linq platform enhances private securities trading, while Hong Kong focuses on resolving trade discrepancies. Additionally, SIX Swiss Exchange and Deutsche Börse are innovating with blockchain-based and DLT platforms to streamline settlements and improve financial accuracy.
4. Edge Computing
Edge computing is another innovation set to streamline finance. By minimizing latency, it ensures that financial operations are faster, more efficient, and more secure. Edge computing allows financial institutions to process vast amounts of data generated by transactions at the source rather than relying on distant data centers. This proximity to data sources allows for real-time processing, making high-speed trading and immediate fraud detection easier.
5. Enhanced Digital Experience through Hybrid Cloud and Open APIs
Businesses increasingly adopt hybrid cloud strategies and advanced API integrations, enhancing user experiences and data utility. This includes financial platforms. Hybrid clouds combine the security of private servers with the scalability of public clouds for flexible and responsive services that support real-time data integration and analytics.
At the same time, regulations like the EU’s PSD2 have encouraged the adoption of open banking. This requires financial institutions to implement open APIs that allow third-party developers to build applications that integrate seamlessly with banks’ systems. Such a cohesive financial ecosystem will streamline access to financial services and third-party tools and enable personal finance management within a secure environment.
AI and automation for consumer convenience in finance
Integrating Artificial Intelligence (AI) and automation in the financial services industry is arguably the most pivotal advancement in the finance domain.
Here’s how these technologies are being used to enhance the day-to-day financial activities of consumers:
a. Personalized Financial Services
AI significantly improves consumer experience in financial services through hyper-personalization. Financial institutions can utilize AI to collect vast amounts of data from consumer interactions and transactions.
They can analyze this data to understand individual financial behaviors and preferences to tailor financial advice, product recommendations, and investment strategies to meet your unique needs
b. Enhanced Customer Support
AI-powered chatbots and virtual assistants are adaptable tools capable of adjusting their tone and intent to your liking. Some real-world examples are Eno from Capital One and Erica from Bank of America.
These virtual assistants can reduce wait times and save operational costs, which can be utilized to make finance more customer-centric. Moreover, AI can help banks analyze financial databases and automate issue resolution before even receiving a complaint.
c. Efficient Fraud Detection
AI systems can help analyze transaction data patterns to identify anomalies that may indicate fraudulent activity and detect synthetic media. AI fraud detection is a proactive approach to securing consumer finance that can quickly halt suspicious transactions and protect financial assets. Fintech providers like America Express and Mastercard employ AI to analyze user spending behavior to detect fraud in real time.
d. Streamlined Loan Processing
AI can help accelerate the loan approval process by automating credit scoring and risk assessment. It can provide a more accurate estimation of a borrower’s creditworthiness by quickly processing and analyzing vast amounts of data and reducing the time from application to approval. This would improve the efficiency of financial institutions and enhance consumer satisfaction with faster service.
e. Automated Financial Management
For people who struggle with managing their finances, AI can be a game changer. Automated tools with analytical capabilities can help you track spending and budget more effectively. Banks can introduce financial management tools that automatically categorize expenses and provide insights into spending habits to make financial planning easier and more accessible
f. Real-time Financial Insights
AI tools like Domo, Datarails, and Planful can give real-time insights into your financial health. These apps can analyze real-time data to alert you about potential overdrafts, upcoming bills, or opportunities for saving. With AI-powered tools, you can also monitor financial market data like stock prices, trading volume, and corporate news.
Navigating the future of finance as a consumer
As we go through a phase where financial service providers and banks are all about adopting the latest technologies, we face a new consumer dilemma.
The real challenge now isn’t about keeping up with the latest advancements. It is also about ensuring that these tools simplify things for us and come with a solid foundation of trust.
Every new piece of tech, from blockchain to AI-powered chatbots, promises greater efficiency and convenience, and they have undoubtedly proven effective so far. However, each of these tools also poses questions about privacy, security, and personal control over financial data, for which we ought to examine our service providers more critically.
As consumers, it’s about finding the right balance and choosing financial service providers that offer cutting-edge technology and demonstrate commitment to safeguarding your interests.
This could be done through transparent practices, security measures, or high customer service standards. What matters is that you feel confident and secure in your financial transactions.
As we near a future where finance becomes tech-dominant, balancing between trust and technology will be a key determinant of the success of financial services. As a consumer, this is a win-win situation for you. You stand to gain from innovations that offer convenience and personalization, but only if these advancements are matched by an equally steadfast commitment to protecting your data and privacy.
Financial institutions: Are you building trust with your consumers? Learn how Sogolytics can help strengthen human connections through tech changes.
