Humanising AI in Financial Services: Empowering People or Replacing Them? Insights from the Money 20/20 Panel

BANGKOK, April 23 — When ChatGPT was first introduced to the public, it sparked widespread concern: Will AI replace human jobs? Fast forward to 2025, and it’s clear—AI isn’t just a passing trend; it’s actively reshaping the way we work.

While many have managed to adapt and retain their roles, the underlying question still lingers for many: “When will I be replaced by AI?”

This very concern was brought back into the spotlight at Money 20/20 Asia 2025, during a thought-provoking panel discussion “Humanising AI in Financial Services.” Moderated by Elena Lim, Head of Strategic Partnerships at BridgeWise, the session brought together forward-thinking leaders in fintech and AI: Jun Hasegawa, Founder & Group CEO of Omise; Ficoal Dong, Founder & CSO of AsiaVerify; and Puneet Sinha, Founder of DataKlout AI Solutions.

Together, they explored how AI is evolving from a tool of efficiency to a partner in progress—and how the financial industry must strike a balance between automation and the human touch. Here are some of the key takeaways from the session:

‍

AI is here to empower us, not replace us

Puneet Sinha reminded us that when computers were first introduced, many feared they would replace human workers. In reality, they boosted efficiency and transformed how we work. The same holds true for AI—it’s a tool to enhance productivity, not eliminate jobs. Jun Hasegawa added that while AI will take over repetitive, routine tasks, roles that require creativity, problem-solving, and strategic thinking will remain firmly in human hands.

‍

We’re still the ones making the decisions

In today’s fast-paced information age, AI serves as a powerful assistant—able to gather and analyze data in seconds. As Ficoal Dong pointed out, what could take us hours or days now happens almost instantly with AI. But crucially, we’re still in the driver’s seat. Humans make the final decisions, and those who know how to work alongside AI will gain a meaningful edge.

‍

Efficient regulation is more important than ever.

A recurring point raised by Jun was the critical role of regulators. Historically, regulators have always struggled to keep pace with innovation. But in the era of AI, lagging behind is no longer acceptable. Regulators must not only catch up—they need to stay ahead, anticipating developments and adapting quickly.

Puneet echoed this sentiment, emphasizing the need for AI ethics boards to guide development in a responsible direction. As AI becomes more deeply embedded in financial services, ethical oversight will be essential to ensure trust, fairness, and accountability.

Special thanks to Money 20/20 Asia for inviting us to join this timely and insightful conversation on humanising AI in financial services. The session made it clear that humanising AI—designing systems that serve people, not the other way around—isn’t just possible, but essential for the future of the industry.

‍

‍

About Omise

Founded in 2013, Omise is a pioneering financial services provider in the Asia-Pacific region and a top 25 provider of payment processing in the U.S. Trusted by thousands of merchants and businesses around the world, Omise is driven by a vision to make the digital economy accessible to all. Through innovative solutions, the company connects people, businesses, and communities—opening the door to an inclusive and expanding financial ecosystem.

‍

Visit our website for more information at www.omise.co

‍