“There's rogue swarms of agents breaking out of sandboxes. The news is harrowing. And because of that, I'm a little surprised about the rapid adoption of these agents. … I've played around a little bit, but I've not given it my banking information. I'm not rushing to do that. But it sounds like people are.”
Insights Unlocked · User Experience · November 2026
Context
Asked whether AI changes what a good experience means given how much control people hand over, Meg talks about trust. She argues banks must show customers which transactions an agent made on their behalf.
Transcript
…of your transactions. But maybe the chat is sort of like, is there a particular transaction you want to know more about, right? It's sort of like you're, it's an assistant, right? But I still think we do need those screens and a good user experience is still remains as important as it always has.
…some control. And so there's this balance of seeding that control and still wanting to have the AI do some work for you on your behalf. And, you know, do you think that AI requires us to really rethink what a good experience consists of? And then also, how do we evolve research to measure that?
Yes, I think it absolutely does require us to rethink the experiences around trust. It's transparency around AI is just super important, right? As we were mentioning, like it's still hallucinating. You know, there's like rogue swarms of agents like breaking out of sandboxes. The news is harrowing. And because of that, I have to say, I'm a little surprised about the rapid adoption of these agents like Muse and DOTS, right? I mean, I hear that they're pretty popular. I played around a little bit, but I've not given it my banking information, right? I'm not rushing to do that. But it sounds like people are, people are. So, you know, especially in financial institutions, they trust their bank. People trust their banks to keep their money safe. So we need to enable experiences that make people feel like we're looking out for them. We need to really emphasize the security that we are putting on transactions. We need enhanced security. We need greater transparency around transactions that maybe have been done by agents, right? Maybe you've authorized Muse to do all your grocery shopping for you.…
Yeah. That's really all those points, I think, you know, to your point are very salient right now. And, you know, just really thinking about how you create that level of trust in a space where, you know, screens and voices and people are all coming together as part of that experience is, I think, a…
Totally.
So that actually kind of brings me to my next question, which is really around like, you know, a lot of people require some support as they're making decisions around financial products and how to spend their money. And how does AI, and really, if at all, I think is implied here too, change what a…
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