Masters in Business · Wednesday, August 12, 2026
Filippo Gori discusses the profound impact of Artificial Intelligence on banking, emphasizing its potential for efficiency and expanded client coverage, aiming to reach 100,000 clients by 2030. While AI can accelerate processes, Gori stresses that human judgment remains irreplaceable, particularly in client interactions, asserting that clients ultimately want to be dealt with by a person.
“There is clearly efficiency that can be achieved through the use of AI processes and procedure and tools so that you can provide better client service or best better customer service while being more efficient, which means that you can probably cover more clients.”
“It's fundamental that the human is in the loop because for a variety of different reasons. Ultimately, I would simplify this way, you are dealing with clients. Clients are human beings and at the end of the day, I think a client wants to hear, wants to be dealt with through a client, through a person.”
“So the human in the loop remains fundamental. It can help speed up some processes, can help achieve better scale, but the individual remains fundamental in our business.”