When many banks were scoffing at the idea of online accounts, First Internet Bank was embracing the internet head on. Founded in 1999 as a branchless financial institution by CEO and chairman David B. Becker, the bank struggled through the early days of dial-up, but also maintained its vision.

In today's episode of the Bank Customer Experience podcast, Becker joined Bradley Cooper, editor of ATM Marketplace, to discuss the history of the bank and where it's headed in the age of AI.

Becker said the bank has often been criticized for not having the advantages of a branch, such as being able to go in and talk to a dedicated banker. However, First Internet Bank integrated a chat feature to allow customers to select a banker by name as their main point of contact. This reflects the bank's vision of still embracing technology without neglecting the human element.

He said this is the same principle as AI, as First Internet Bank uses AI, but remains dedicated to employees improving their work through AI, rather than replacing humans with AI agents.

During the discussion, Becker provided insights into several topics including:

• The founding of First Internet Bank.
• How it handled early internet pain points.
• The pros and cons of being branches.
• AI innovations.
• How fintech is evolving.

Listen to the full discussion above.