Exclusive: AI Reshapes Finance While Human Expertise Remains Essential

One thing becomes apparent when I look back at the 2025 World Economic Forum in Davos discussions: we have already crossed a singularity point. Artificial intelligence (AI) is here, and AI agents are working alongside human staff. It is redefining the boundaries of possibility in financial services and investment. This is about embracing a fundamental shift in how we understand and engage with markets.

by Konstantin Vladimirovich Tserazov: Corporate Strategy Advisor & Financial Expert

Having served as Chairman of the Board of Directors of Otkritie Broker, I led the digital transformation of the business. For instance, the launch of 100 robotic process automation tools within the Otkritie ecosystem in 2020 reduced operation times by an average of 80%. That same year, the Otkritie ecosystem introduced its factory for innovative projects and technologies. Key initiatives focused on extracting information from texts and applying smart text recognition at the level of meaning and content using AI.

For example, this technology was deployed to recognise information in clients’ balance sheets—legal entities—for automatic risk-level recalculation, as well as to interpret payment documents to generate transactions automatically in the internet banking system. Further priorities included automating business processes, enabling remote identification, personalising brokerage offers through digital channels based on customer interests, and leveraging big data analysis.

The shift to remote work in 2021, which saw 2,600 employees—one-third of our workforce—transition to working from home, was pivotal. It accelerated our digital transformation and highlighted the importance of scalable, cloud-based solutions. Around the same time, we established Discovery Labs, a dedicated unit for developing cutting-edge fintech projects. By 2022, 70% of our front-end IT systems were being developed in-house.

In 2022, we implemented a unified data management platform within the Otkritie ecosystem, laying the foundation for more advanced analytics. It was a game-changer in optimising our key processes. But it is not just about the back office—these technologies are revolutionising customer interactions as well. These advancements fundamentally changed how we connected with our clients. AI’s ability to predict market movements is nothing short of groundbreaking. At Otkritie Broker, we witnessed machine learning analysing massive datasets, identifying trends, and supporting better, faster investment decisions.

However, technology alone is not enough. We must not forget the human element. While robots take over certain tasks, they also free up humans to do what they do best: providing personalised advice and guidance. In 2021, our clients’ asset portfolio grew by 32%, building on a record-breaking 76% increase in 2020. That growth was driven by human expertise combined with technological prowess.

Technology did not just improve performance; it made investing more accessible. Our mobile app became a cornerstone of this transformation. With features such as IPO participation and instant brokerage account top-ups through the Fast Payments System, we made it easier than ever for clients to take control of their investments. Additionally, the passport auto-recognition system we introduced allowed users to open a brokerage account in just a few minutes.

As seen at WEF 2025, the most forward-thinking companies are embracing blockchain and AI to drive innovation and efficiency. The future of investment is not just digital—it is deeply intertwined with AI’s capabilities.

What does 2025 hold for the financial services sector? AI’s impact on the workforce is becoming clearer, with AI agents taking centre stage. This year marks the beginning of a major shift, with enterprises set to deploy AI agents at an unprecedented scale. There is a growing need for people who can work alongside AI.

The main objective is increased productivity. The West has relied on an interim solution for years: sustaining economic activity through rising debt, which is ultimately a house of cards. It is time to reduce public debt by introducing innovations into investment businesses.

As Davos demonstrated, global investment bankers expect to attract more clients this year. This is understandable. As I see it, fintech is the most prominent theme in the M&A and IPO sectors in January 2025. I see Fintech 2.0—the next wave of financial technology evolution, in which AI plays a crucial role.

One case that highlights the importance of a balanced approach to investing in new technology is DeepSeek. A well-measured strategy for adopting new tech ensures long-term value rather than merely chasing every emerging trend.

It is time to integrate digital and human labour effectively and hire seasoned professionals to enhance efficiency across both. This trend is emerging. At the middle management level, more AI agents will replace human managers. At the executive level, however, a more nuanced approach will be necessary, as strategic decisions remain beyond AI’s capabilities.

AI still lacks access to the minds of business owners and leaders of multi-billion-dollar enterprises, meaning it cannot learn some of the most critical aspects of decision-making. Meanwhile, AI is highly effective at automating repetitive tasks, but human oversight remains essential to correct errors.

AI cannot fully grasp the motives driving human investors in the way people can. It lacks an understanding of the physical world’s realities and often appears truly ‘artificial’ in scenarios where recognising emotions and human intuition is crucial.

This year, we will undoubtedly see fully AI-automated digital brokerage houses operating without human staff. However, such experiments will only be viable in a completely AI-dominated world—one that, fortunately, does not exist and, I hope, never will. In this context, AI agents cannot fully manage interactions with human clients—they will fail at some point.

Moreover, such failed experiments will likely reinvigorate demand for human-to-human interaction in the financial sector. It is essential that we continue to have professionals in this field who maintain their ability to deliberate and make decisions independently, rather than relying almost entirely on AI.