More Teammate Than Technology: How Agentic AI Will Transform Banking
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What is the overall vision of AI as a digital teammate in banking?
This is the ProSight Banking Strategies Podcast. We're here to inform you on the top trends, challenges, and opportunities in banking today. ProSite is a leading non-lobbying connector of people and information with deep expertise in risk, fraud, compliance, and retail and commercial banking. Our purpose is to empower financial services leaders to strengthen and advance our industry through training and insights, as well as tools and resources like this podcast. Hello, and welcome to this ProSite Banking Strategies Podcast. I'm Frank Deblin, a senior editor at ProSite. In this episode, we're exploring one of the most important shifts in modern banking: the rise of human plus AI agent collaboration.
Our guests will discuss why financial institutions are investing here and the value beyond efficiency. We'll unpack the idea of AI agents as digital teammates and how banks and credit unions can onboard, manage, and trust AI in ways. That differ fundamentally from both human hiring and traditional tech rollouts. Finally, we'll look at the big picture: how combining human insight with AI capability can reshape customer experience, drive better outcomes, and ultimately redefine performance across the industry. I am delighted to welcome our guest for this conversation, Lindsay Sorgel, a seasoned digital banking industry executive and the founder and principal of Apple Pie Consulting, an executive consultant.
consulting firm focused on AI and digital transformation, organizational performance, and human experience design. Welcome, Lindsay. It's great to have you here.
Thank you, Frank. It is great to be here. I appreciate the opportunity to speak with your audience about this topic that everybody's talking about.
I'm so much looking forward to it. Before we start, can you please just talk a bit about your experience in the financial industry and how you came to be so captivated by the potential of AI for it?
Sure. I think I come to this topic with equal amounts of empathy and excitement and experience on both sides of the human plus AI in banking journey. I was a banker for about 14 years at PNC and Sun Trust Bank, now truist of course. I was the person who was. Accountable for leading the digital transformation of those businesses, including the human experience design and self-service solutions. And then after all those years on the inside of banking, I hopped over to fintech and I spent a few years at NCR Corporation leading product and experience design for what was then digital insight. the online banking business and that gave me a chance to work with literally Hundreds of community bankers and credit union executives on their digital transformations and their change management strategies.
And then for the past decade, I've been focused mainly on AI and data-driven solutions across financial services and into the wellness and health verticals. Spend time at Great legacy brands like Equifax and Deluxe and uh at Casisto AI, I had the opportunity to lead a product and marketing team that delivered the first large language model purpose built for banking. So that was an incredible experience and got me very familiar and very interested in the specifics around generative and conversational AI. So Today I have a consulting practice, Apple Pie, and I work with OfSight and other banking industry executives on digital and AI strategies.
Great. Well, we're so glad to have you. So we're gonna be talking about optimizing human plus A collaboration. But before we do, can we just sketch out big picture what's the value proposition? What's possible before we go down that road?
Yeah, sure. The value proposition is huge. I mean, institutions that master The human plus AI operating models aren't just going to be more efficient. You know, they're going to be faster to deliver their products and services.
How does Lindsay Soergel’s banking background shape her view on AI?
They're going to have things that are much more personalized in terms of experience and and offers. Their teams are gonna be higher performing. both in terms of throughput and in quality. And and overall the organization's cultures from the executive level all the way down to the front lines are gonna be much better informed.
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Chapters
8 chapters
1
What is the overall vision of AI as a digital teammate in banking?
0:03–3:54
2
How does Lindsay Soergel’s banking background shape her view on AI?
3:54–9:07
3
What is the value proposition of human‑plus‑AI operating models for banks?
9:07–13:00
4
How can AI agents be designed and treated like real team members?
13:00–16:51
5
What workflow redesign steps are needed to unlock AI’s potential?
16:51–21:05
6
Which leadership skills drive successful AI‑human collaboration?
21:05–25:34
7
What early use‑cases show AI boosting productivity and customer experience?
25:34–30:45
8
How will AI reshape the competitive dynamics of the banking industry?
30:45–34:24
Speakers
1 identifiedMore from ProSight Banking Strategies
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