Press release
EMBank CEO Sarp Demiray Calls for a Smarter, High-Agency Use of AI in Customer Service
In a candid reflection on the evolution of banking technologies, EMBank CEO Sarp Demiray challenges the industry to rethink how it serves people, not just processes.In his recent thought leadership article published on LinkedIn Pulse, Sarp Demiray, CEO of European Merchant Bank (EMBank), revisits a critical and often overlooked issue in modern banking: the quality of customer service. Under the title "Are You Being Served? AI, Customer Service, and the Quality of Banking", Demiray offers a timely and measured assessment of how banks have historically misunderstood what customers truly need.
The article paints a picture of a sector enamoured with digital efficiency but lacking emotional intelligence. In their haste to cut costs, banks often reduced meaningful interactions to rigid scripts and robotic responses. "Customer service became a call centre, then a chatbot, then a ticket number," he remarks dryly-each stage further removed from the human reality of a person with a need, a problem, or a question. He describes an era dominated by frustrating chatbots and labyrinthine FAQs that left customers more alienated than empowered. For many, interacting with their bank became a source of stress rather than support.
Yet Demiray is far from anti-technology. On the contrary, he presents a compelling case for how artificial intelligence, if properly deployed, could mark a turning point. He differentiates modern AI from the limited and often clumsy digital tools of the past. "Generative AI is not just another chatbot," he writes. "It can understand nuance, remember context, and learn."
Used responsibly, Demiray believes AI can enable a more personalised, responsive and respectful experience-an antidote to the "digital wall" many customers have faced. But he insists that technology alone is not the answer. "Service is not just speed and accuracy. It is tone. It is listening. It is caring."
This balance, he argues, is the new frontier for banks: to combine the scale and capabilities of AI with the emotional intelligence and judgement of human beings. Tools must serve the purpose of service, not the other way around.
"Good service makes the customer feel seen. That will never change," Demiray concludes.
About European Merchant Bank (EMBank)
European Merchant Bank (EMBank) is a licensed bank based in Vilnius, Lithuania, dedicated to serving local SMEs and fintech companies across the globe. With a focus on digital innovation and customer-centric services, EMBank strives to redefine banking by integrating advanced technology with personalised support.
About Sarp Demiray
Sarp Demiray is the CEO of European Merchant Bank (EMBank) and an advocate for ethical innovation in banking. With extensive experience in financial technology and leadership, he frequently writes about the human implications of digital transformation in the banking sector.
Read the full article on LinkedIn: "Are You Being Served?" by Sarp Demiray: https://www.linkedin.com/pulse/you-being-served-ai-customer-service-quality-banking-sarp-demiray-vymhf/
Media Contact
Company Name: European Merchant Bank (EMBank)
Contact Person: Dilek Isik
Email: dilek.isik@em.bank
Country: Lithuania
Address: Pirkliu Klubas, Gedimino 35, 01119, Vilnius, Lithuania
Website: https://em.bank/
European Merchant Bank (EMBank) is a specialized bank licensed by the European Central Bank, dedicated to empowering businesses and driving financial innovation. Founded in Vilnius, Lithuania, EMBank combines extensive banking expertise with modern digital banking solutions to meet the evolving needs of corporate clients and FinTech companies.
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