Traction Podcast
00:40:59 · Roy Luo
[00:40:59] S1: Yeah. So I think there's a lot of really interesting theories, and we're keeping a weather eye on it. It could defend... Because fintech can be a very broad definition. Right? But I look at No Further Than Ramp as a great example where AI is driving so much of the value that they have in terms of being able to basically automate a lot of expense management spending, things like that. FloQast is doing the same thing where effectively they are adding AI to transform the way accounts work. How do you close your books? How do you track expenses? How do you categorize these expenses? How do I find the receipt and match it to a business purpose? Things like that. There's so much that AI can do and be layered into the product to drive efficiency impact. And I think these businesses are really leaning in hard to really basically completely transform the way their customers actually engage and go through their day to day. There's also a broader, I would say, call it commerce side of fintech, and we could talk about anti fraud. We could talk about chargeback management. We could talk about low low cost route optimization, optimizing off rates for payments. There's so many different things that I would say AI is adding further intelligence to and being able to increase the output economics and efficiencies of how commerce is really done, whether that's cross border, domestic, whether it's online, in store, whether it's retail, food, it doesn't matter. Like, the way commerce is being transformed, way payments are being transformed. There's a whole new category around, like, returns and returns management and logistics and shipping and how AI is optimizing routing and decision making and cost management and all those different categories. There is so much going on, and I think AI has really just supercharged all of these trends in these different categories and different markets. We could talk about wealth and banking and how the angle of customer service or customer engagement with AI bots, with AI agents, you can actually deal with a lot more customers from a customer service perspective. Like, it's transforming the banking industry.
00:43:09 · Roy Luo
When you think about how AI and technology is actually changing the way wealth managers actually work with their clients and engage and make decisions, there's a lot that's going on there to actually transform and change the economic model, honestly, in in the way these old industries have always worked. So it's pretty cool to see, and we're keeping track of all of this and really trying to make sure that we're staying in front of it all and forging partnerships and investments that are really backing the way we're seeing the world.
00:43:44 · Lobo, Lobo
[00:43:44] S2: I think AI creates a lot of abundance. Everyone's afraid that AI is gonna take their job. But what AI is gonna be really good at is level you up at work, give you more agency, create more abundance. I think it's a bigger market in the sense that when you're selling to role replacement versus tools, it's like trillions versus hundreds of billions game. But, also, you're giving people a lot of agencies so they can level up and do more with less. So I I love that you're you're saying that. I think banks... Man, I hate banks. Tell you. It's a lot. I spent... When I had nothing, I would line up and when Boast was a small startup, I would line up at Bank of America to send wires. Okay? And even adding anything or removing anything is like, you're on hold or you gotta take an appointment. And then I think my life changed. I think my investors at Boast, one of the best things they did to me was they connected me with Morgan Stanley. Yeah. And the technology doesn't matter in the sense customers care about outcomes more than products. When I can email somebody or text somebody and get a response in minutes, that is the best experience ever. I have peace of mind. Especially when it comes to money and people are proactive and responsive, you gain a great sense of comfort. [00:45:07] S0: And then you're like Trust. Trust. Exactly. And trust is
00:45:07 · Lobo, Lobo
[00:45:07] S0: And then you're like Trust. Trust. Exactly. And trust is [00:45:11] S2: a cornerstone of all relationships. I've had experiences with Bank of America or even Wells Fargo. We have lots and lots of money in there, company money, and you email them and it goes in a black hole for days, and then you have no other option but to make an appointment and show up there. You email someone like Morgan Stanley, and it's done. A wire even, oh, don't even go in the app and load a wire. We'll send it for you. Just send us the details. And what I think now is with AI agents, every bank has the opportunity to replace that best in class customer experience that a Morgan Stanley can do for probably 5% of America, and bring it to everyone else. Because there's no reason to not respond. And you can load the best templates and do this work and just deliver customers the outcome. So I think there's huge opportunity. A lot of the times people said banking needs to be disrupted. Banking is just a database for money. Can it store your money? And more importantly, can it grow your money? If you know the best in class behaviors that lead to the best in class outcomes, I think now AI agents have the opportunity to democratize that to the Luddite banks. I totally agree.
00:46:24 · Roy Luo
[00:46:24] S1: I think you're really getting on to something which is fundamentally what drives my thinking when it comes to fintech. Financial products, there's been some innovation, but financial products in and of itself aren't really innovating. Storage of money is still storage of money. Deposits are deposits. Credit is credit. Have there been fancy instruments, CDSs, swaps, all that? Yes. There's been some innovation in the world of financial products. But for the bulk of our economy, payments are still payments. Deposits are still deposits. And so what really is the innovation when it comes to neobanks or these new PSPs? And, again, to our earlier point, it's how... In the old days, it was how software is changing how these products are delivered, how they're manufactured, and the cost of delivery, and the impact and the user experience. And now it's how AI is transforming all that as well. And so at the end of the day, you care about storing your money somewhere, making sure it's safe, and that's generating you a return. And there's apps and now website portals, and you may have an adviser. You can talk on the phone. You can text. And you're doing all that, but you're still investing in stocks, bonds, or whatever at the end of the day. Now, if you have AI to just even improve the way you interact, the way you monitor, or how you're recommending investment decisions, for example, things like that, there was a whole world of the bot trading category. That was the first generation of what we're moving towards in terms of more AI and more intelligence around asset allocation and around how to even interact with your wealth. These are all transformational aspects, and the same theme is at the end of the day, it's still just investing in the stock market, but the way you get from point a to point b is being completely changed through both software and AI. And I think that is a core theme, and I totally agree with you in terms of how we're seeing the world.
00:48:22 · Lobo
[00:48:22] S2: I think everyone I've seen, right, they talk about technology as a way to sell something. Unfortunately, customers want outcomes, and not many people realize that. And they currently receive that outcome through a certain experience. Let's call it a combination of workflows. You just have to realize that if I want this customer to get x outcome in record time, what would I have to do? And just imagine, I'm gonna throw people, products, process, everything at it. And when you have this super awesome customer experience, which is I email my bank to send a wire. Within thirty minutes, the wire is loaded, I get a push notification, I review, I hit send. That is the experience, let's say. I wanna know my portfolio performance and I can't figure it out with the app. The ideal thing is the app explains it. But I literally emailed somebody and they sent me a report, they explained what's happening. Basically, how much runway do you have? How much do nothing runway you have? How are you doing well year to date? And how they're going to balance, or even if it's needed? If people can get back to you, let's just imagine, you throw people a process, technology, all of that, and they get back to you in record time, then now you can deploy an agent to do that, right? And leave it for last mile review. It's just a lot of banks and like governments, they have been built on this culture of move slow, file patents, and then do nothing. Right? Pontification. Because you... In larger companies, you're paid on the number of right decisions you make, and failure is a PowerPoint presentation on why it wasn't my fault. And in startups, you're paid on the number of decisions you make and failure is like a rite of passage. I think there's this opportunity for both to meet as AI agents to take over. I'm super, super bullish. In terms of embedded finance, it was a big trend. Does it still have legs, or is there something new on the horizon?