How Important Is ‘The Human Touch’ in Customer Service as Firms Increasingly Use AI?

A couple of years after its initial boom, artificial intelligence (AI) still remains a huge buzzword in the fintech industry, as every firm looks at a new way of integrating the tech into its infrastructure to gain a competitive edge. Exploring how they are going about doing this in 2025, The Fintech Times is spotlighting some of the biggest themes in AI this February.AI has taken the world by storm, massively impacting the customer service sector. However, while some organisations may feel that they can replace human workers with technology, the ‘human touch’ remains an important factor for many consumers. But how important is human contact in a world where AI has the potential of a faster, more streamlined customer service experience?Empathy and critical thinking neededAllen Bonde the CMO at TreviPayPerhaps AI’s biggest flaw is its inability to understand a situation from an emotional standpoint. In finance, empathy with someone’s situation is an absolute must and according to Allen Bonde the CMO at TreviPay, the B2B payments firm, this is why the human touch is still needed in a...
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World’s largest foodservice company Sysco says Sri Lanka is its heartbeat

Sysco Executive Vice President and Chief Information and Digital Officer Tom PeckFortune 500 company with $ 76 b in revenue has doubled technology staff in two yearsMarking 10 years of operations in Sri Lanka with over 1,000 employees, commits to invest further in capacity and capabilitiesSets up Sysco Cyber security Operations Centre in Colombo buttressing existing Sysco Technology’s Global 24x7 Operations Command Centre and Sysco’s e-Commerce platforms and operationsStresses SL operation is “mission critical” as Sysco eyes greater share in $ 1 t global food marketSysco LABS awarded Best Exporter Award in ICT sector at Presidential Export Awards for both 2021/22 and 2022/23A Fortune 500 company and world’s largest foodservice company Sysco says its Sri Lanka operations is “mission critical” and growing two times faster prompting more investments in capacity and capabilities.Locally known as Sysco LABS and established in 2013, over the past decade and since fully acquired in 2017 it has grown to become Sysco’s largest Global In-House Centre playing a critical technology role to the...
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What are the fuel cycle challenges of tripling nuclear capacity?

Leading figures from across the fuel cycle say they are ready to meet increased demand, but set out areas where change is required to help make it happen, in a World Nuclear Symposium session. (Image: World Nuclear Association)The background More than 120 nuclear energy and technology companies and 25 countries have signed up to the pledge to aim to at least triple global nuclear energy capacity by 2050. One key question is how fuel supplies will be able to expand if such a goal is to be achieved. Here are extracts of what key sector figures said during a discussion on the subject.Nicolas Maes, CEO Orano Nicolas Maes said that on mining Orano's current strategy was to expand existing projects, while in the medium term it was "revisiting our exploration policy and the means that we are allocating to exploration ... we believe that there are many areas in this world that have been vastly unexplored". It was also developing "mining techniques to make deposits that were today not so accessible, accessible - or non-conventional deposits that could make sense now". He used the analogy of...
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