“There’s a misconception that AI is cold or impersonal,” says Patel. “But when applied correctly, it can actually enhance the human touch, thereby helping banks show up with greater speed, relevance and emotional intelligence.”
While traditional automation has long helped banks manage repetitive tasks, many are now exploring agentic AI systems to handle more complex, decision-based workflows such as compliance reviews to loan adjudication. As technology evolves, the intersection of AI and automation is becoming a critical space for operational transformation.
Of course, in a highly regulated sector like banking, any AI deployment must be paired with strong governance. That includes data privacy, transparency, bias mitigation, and alignment with regulatory standards. Helm advocates for a considered, risk-aware approach to AI that keeps trust at the centre of every innovation.
“We don’t build gimmicks, we build systems that are designed to work in the real world,” says Patel. “And in the real world, trust is everything.”
AI’s value also extends inward. One of its most overlooked benefits is how it can improve the employee experience. By eliminating time-consuming admin, AI gives teams more capacity to focus on strategic, creative and relationship-based work. The result is not only better performance, but stronger engagement, better retention, and a culture of innovation from within.
“At Helm, we see AI as a business enabler, not just a technology play,” adds Patel. “It’s about reimagining how your organisation works in a faster, smarter, more meaningful way that connects with customers and teams alike.”
While Helm’s work with leading brands over 20+ years – including Capitec and Absa – has helped shape customer experiences across multiple industries, the financial sector offers a particularly rich opportunity for AI-led transformation. Helm partners with clients to design people-first journeys and intelligent systems that simplify processes.
“AI is already here, but the banks that will lead are the ones that apply it with intent. It’s not about replacing people, but rather empowering them. Give them the tools to build trust at scale, unlock innovation, and lead with confidence into the future.”
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