AI is transforming banking and financial services. From simple chatbots to sophisticated AI deployments that are acting with increased independence on behalf of customers, AI-based solutions are driving some of the biggest innovations in our industry—both in terms of customer-facing tools as well as back-office operations.
In this conversation with Merlin Bise, Chief Technology Officer with Inbenta, we discuss the growing role that AI is playing in financial services, what challenges financial institutions face when implementing AI, how modern AI integrates with legacy technology and, interestingly, why smaller and mid-tier financial institutions might have an advantage over their larger rivals when it comes to quickly getting up to speed with AI-powered solutions.
There was an initial wave a couple of years ago, in which companies didn’t want to get left behind. So everything was being sold based on fear. There are two ways to sell things: fear and emotion. And I think that was what was driving it. Today, they’ve taken a step back and said, “Why should we be building AI that’s already solved? We should be building AI that impacts our core offering. Let’s let other companies that know how to do chat and search and voice bots and these things really well. Let’s see if we can trust them and they’re willing to build a relationship with us. Let’s let them do that. Let’s focus on our core.”
Founded in 2005 and headquartered in Allen, Texas, Inbenta enables companies to leverage agentic AI to enhance the customer experience. The company’s platform automates user interactions with accurate, intent-driven responses while simultaneously ensuring both safety and regulatory compliance. With more than 1,000 customers around the world, Inbenta’s agentic AI-enabled suite of Chat, Search, Knowledge, Assist, and Learn solutions features an accuracy rate of 95% and supports more than 100 languages worldwide.
Chief Technology Officer with Inbenta, Merlin Bise delivered a special address at FinovateSpring 2026: AI That Makes It to Production: Deploying Trusted CX in Days, Not Months. In his presentation, Bise discussed some of the common strategic mistakes financial services companies make when it comes to deploying AI. He provided a mental model to help leaders evaluate the build vs. buy decision when it comes to AI technology and explained the different challenges and opportunities faced by small financial institutions compared to larger financial institutions when it comes to deploying and scaling AI.