Humanizing AI in Financial Services: What Happens When Technology Empowers, Not Replaces? 

By Elena Lim, Head of Strategic Partnerships, BridgeWise

At Money20/20 Asia 2025, I had the privilege of moderating a timely and thought-provoking panel discussion on the theme “Humanizing AI in Financial Services.” As someone who lives and breathes fintech partnerships, it was incredibly energizing to lead a conversation that wasn’t just about where the technology is headed—but how we ensure it brings everyone along with it.

The session brought together an impressive group of leaders: Ficoal Dong, Founder & CSO, AsiaVerify, Jun Hasegawa, Founder & Group CEO, Omise, Puneet Sinha, Founder, DataKlout AI Solutions. 

Together, we explored how AI is reshaping the way we work, make decisions, and serve customers. But more importantly, we asked: how can we do this responsibly, ethically, and with humans firmly at the center? Here are a few key takeaways that stood out:

AI is Here to Enhance, Not Replace

As Ficoal put it, “AI should be seen as an assistant, not a threat.” AI isn’t taking the wheel—it’s helping professionals focus on higher-value work by automating the repetitive tasks. Whether it’s streamlining payment orchestration or speeding up KYC/UBO processes, AI is freeing up human capacity for strategic decision-making.

One of the most striking reflections came when Puneet reminded us, “What is very important is AI moving beyond the “co-pilot” label and reframing AI as a customer-focused pilot.” That sentiment really resonated. At BridgeWise, we believe the real value of AI lies not just in assisting professionals, but in putting customers—whether individual investors or institutional users—at the center of every insight.

With FundWise, our AI-driven platform delivers clear, contextual investment intelligence in easy-to-understand language—empowering users to explore holdings, compare funds, and understand risks with confidence. It’s not just about co-piloting decisions—it’s about enabling smarter ones, grounded in transparency and trust.

Regulators Can’t Be Left Behind

Puneet highlighted that fintechs are operating in a high-stakes compliance environment where explainability is no longer optional. Regulators need time to catch up—and it’s up to innovators to lead with transparency. From GDPR to PDPA, the expectation is clear: AI must be both transformative and accountable.

Upskilling and Mindset Shift Are Key

A recurring message across the panel was this: AI is already here. The question isn’t if, but how we adapt. Jun encouraged professionals—especially those in traditional roles—to start exploring AI tools, not fearing them. “You’re still the one sitting at the driver’s seat,” he said. “AI might help with paperwork, but the decisions, the conversations, the human connections—that’s still ours to lead.” 

As BridgeWise expands into Thailand with the launch of 800 Thai mutual funds and ETFs on FundWise, this conversation couldn’t be more timely. Especially in markets like Thailand where investor education and access are evolving in real-time, we’re not just scaling technology—we’re scaling trust, accessibility, and investor empowerment. It’s about meeting people where they are, and giving both institutions and individuals the clarity they need to invest with confidence.

Special thanks to my fellow speakers for their thought-provoking insights and to the Money20/20 team for spotlighting such a crucial topic. Let’s keep pushing the conversation forward.

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