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But is the industry at risk of overplaying the quality of its “human” support — and underplaying recent technological improvements?
“We all like to think our listening and empathy skills are too advanced to be replicated. But advice businesses historically struggle to scale up due to the personal nature of advice and the inconsistency that is inherent in human nature,” says Ian Millward of Candid Financial Advice. “Ultimately, every question that ever needs to be asked has been asked. AI can model outcomes and provide the most proven answer to every question in an incredibly consistent way.”
As the technology progresses, there is increasing scope for AI to help human advisers understand their customers more deeply.
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