Analytics  |  Expertise  |  Technology   |   22.11.2023

Digital Humans: The Next Wave of Digital Banking Innovation

Digital humans mark an innovation in the banking industry. They transform the way we engage with banking services by replicating human-like interaction coupled with AI capabilities to assist customers efficiently.

These avatars can handle various tasks, from answering inquiries about account balances and transactions to providing guidance on financial products and services. While customers can experience non-stop assistance, banks can improve customer service on a reasonable budget.

The following discussion will walk you through the details of digital humans. You will discover what they are about and how they can benefit banks and customers in today’s fast-paced society. Let’s start with the basics.

What are Digital Humans?

Digital humans are smart computer people who can talk to customers on a screen. They are the products of Artificial Intelligence (AI) to provide helpful assistants online. 

For instance, a customer needs to do a transaction late at night, and he needs help in the process. A digital human comes to the rescue to help him navigate the problem and find the solutions immediately.

Digital humans excel at understanding what customers need. They look at how customers use their bank accounts and then give them personalized banking solutions. They assist customers while looking and talking like an actual human.

Why Digital Humans Matter in Digital Banking

As one of the latest innovations in the banking and fintech industry, digital humans benefit both banks and customers by saving cost and time. These digital assistants are programmed to perform “easier” tasks.

Even so, if they cannot solve specific problems, digital humans can always connect clients to human customer services. So, human workers focus on complex cases, making the process highly efficient.

Customers can connect with digital humans through many ways, such as websites. However, fintech apps and digital wallets can also integrate this system to further accelerate their online services.

In terms of safety, digital humans are very reliable and trustable. They always ensure your money and info stay safe while transacting online. So, any case of data leak or breach is very unlikely to happen.

The Benefits of Digital Humans in Digital Banking

What can digital humans actually do for the banking industry? We’ve curated some benefits of incorporating digital humans for banks and customers, from performing non-stop services to providing personalized solutions. 

1. Always-On Assistance

Typically, bank services are closed around 5 pm, leaving customers without assistance after traditional business hours. However, with digital humans, this limitation disappears. 

These virtual assistants are round-the-clock or 24/7, breaking the barriers of time zones and working hours. Whether it’s early morning or late at night, customers can access help and guidance instantly.

Moreover, they’re programmed to be accessible through various digital platforms like websites, apps, or messaging services. This means customers can get help instantly, enhancing the convenience and accessibility of banking services.

2. Personalized Solutions, Instantly

The best part of this innovative service is that these digital beings excel at personalization. Once a customer enters his bank information, the digital human can monitor and analyze his banking history, preferences, and behavior in real-time.

These data help digital humans offer tailored advice, product suggestions, or solutions that match customers’ specific needs. This level of personalization enhances the customer experience, making interactions more meaningful and effective.

While this level of personalization significantly enhances the customer experience, digital humans also maintain data security as the top priority. They employ robust encryption techniques and follow strict authentication protocols to safeguard sensitive customer data.

👉 Read more on this in The Role of AI in Personalized Financial Management with Digital Wallets.

3. Efficiency at Scale

As a product of advanced technology, digital humans are incredibly efficient multitaskers. They handle numerous customer inquiries simultaneously and can manage many queries without getting overwhelmed. 

This capability alone seems impossible for human customer services. Additionally, digital humans are typically programmed to handle routine and repetitive tasks so human agents can focus on more complex issues and cases that require critical thinking or empathy. 

Integrating digital humans into banking services can boost the overall efficiency of the banking system. It speeds up response times and reduces operational costs. These digital assistants act as a force multiplier, enabling banks to serve more customers effectively.

4. Insights from Interactions

One of the best benefits of advanced technology is automated and real-time data collection. Digital humans gather information from their interactions with customers. This valuable data isn’t just stored.

Digital humans will store and analyze the data to understand customer trends, preferences, and common issues. It also serves as a feedback machine that constantly listens and learns from customers. 

With these insights, banks can better understand their customers—what they like, struggle with, and need. This understanding enables banks to make smarter decisions, improve services, and provide accurate solutions to customers.

5. Brand in Every Interaction

Imagine if every time you interacted with your bank, it felt like you were talking to the bank itself—not just a faceless entity. Digital humans make this possible by embodying the personality, values, and voice of the bank they represent. 

They’re programmed to reflect the brand’s identity in conversations and actions. Whether it’s the tone of their messages or the way they assist customers, they ensure a consistent brand experience. 

This branding level helps reinforce the bank’s image and build stronger connections with customers. Simultaneously, digital humans can cater to customers’ preferences, making the interaction more natural and meaningful.

6. Banking for All

Digital humans open doors to digital banking services for everyone as there are no such language barriers. They break down language differences or accessibility challenges. 

These avatars can communicate in multiple languages, making banking more inclusive for diverse populations. On top of that, they can adapt to various communication styles.

This inclusivity ensures that everyone, regardless of their background or limitations, can engage with the bank’s services effectively. Banks can also expand their customer base to the global population.


The integration of digital humans is an indication of innovation and progress. These AI-powered avatars redefine customer interaction, bridging the gap between convenience and personalized assistance. 

Their availability and capacity to handle diverse inquiries mark a shift in customer service, offering round-the-clock support that adapts to the needs of global customers. They also help banks stay ahead in the competitive industry.

However, incorporating digital humans requires careful consideration of security, privacy, and ethical guidelines. Ongoing refinement is necessary to enhance their functionality, accuracy, and capacity to deliver seamless customer experiences.

WF Team
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