Many bank customers have expressed curiosity and fascination about what powers the quick replies they get on messaging apps and, some of the time, friendly assistance they receive from digital banking platforms. These are AI chatbots — intelligent digital systems that simulate human conversation through text for tasks like customer service. Some customers find it fascinating to naturally converse with an AI chatbot, on a wide range of topics that one could almost forget they are not human. This is not to say, though, that many ‘old school’ men and women would not prefer to chat or speak with real humans in their effort to find answers to the problems that they encounter in their day-to-day relationship with their banks and other service providers who provide these chat platforms as support for their businesses.