The Role of AI and Empathy in Modern Financial Advice

Investments December 7, 2025

Advisers today are challenged to harness new technology without diminishing the human element that clients rely on. AI, automation, and digital solutions are increasingly present in financial services, yet the need for understanding, empathy, and personalized advice remains at the heart of the profession.

The Financial Conduct Authority (FCA) highlights the importance of a trusted, robust market that offers a spectrum of options, including full financial advice, simplified advice, guidance, and the emerging area of targeted support.

Targeted Support for Better Financial Decisions

Targeted support is increasingly recognized as a way to help consumers make better decisions at critical financial moments. It is designed to assist people who might otherwise be vulnerable to poor outcomes, or are facing complex or unfamiliar financial choices, for the following reasons:

1. Drawing down pensions unsustainably
2. Not saving enough for retirement
3. Holding excessive cash in current accounts

Freepik | Financial advisers must bridge the gap between AI tools and valued human guidance.

A consultation by the FCA revealed that many individuals over 45 lack a clear plan for pension withdrawals. Approximately 75% either had no strategy for decumulation or were unaware that a choice needed to be made. Targeted support allows firms to identify these situations and offer tailored suggestions to groups facing similar financial circumstances.

Caroline Simmons, Chief Investment Officer at Quilter Cheviot, explains:

“Targeted support should be seen as part of a continuum: from guidance to targeted support to simplified advice to full advice. For underserved consumers, it may create pathways to full advice, especially as personal circumstances become complex. For high-net-worth or complex cases, bespoke strategies remain vital, particularly around drawdown and investment structure.”

AI as a Complement, Not a Replacement

While not all advisers will adopt targeted support models, the industry increasingly relies on automation. Technology can process data, model scenarios, and flag gaps, but human insight remains essential. Mark Locke, Managing Director of Communications at the Lang Cat, highlights this distinction:

“Technology should be the scaffolding, not the structure. Digital tools can gather data and present projections, but only a human adviser can interpret what those numbers mean in a client’s life. Two clients may appear identical on a spreadsheet, yet one might be supporting a child through college while the other plans early retirement. Algorithms cannot weigh competing priorities or sense emotional pressure.”

AI can automate routine tasks such as preparing suitability reports, reviewing client files, and pre-filling notes, giving advisers more bandwidth for judgment-based work. Locke emphasizes:

“AI’s value is in the time it creates for advisers. That time can be spent on deeper conversations, mentoring, and thoughtful reflection. Listening, empathizing, and helping clients navigate uncertainty are irreplaceably human. If automation takes over client interactions, the profession loses what makes advice meaningful.”

Integrating Technology With Personal Guidance

Adviser using AI financial tools for clients

Freepik | Smart tools support advisers when guided by human insight.

The challenge for modern financial advice is striking a balance between technology and human connection. Technology offers speed, efficiency, and scalability, but understanding a client’s goals, concerns, and emotions still requires human judgment. Advisers who combine AI with personal insight can provide guidance that is precise, relevant, and trustworthy.

AI quickly identifies trends and models potential scenarios.
Advisers interpret those insights in context.
Together, this combination builds stronger relationships and confidence.

AI enhances the process, but it cannot replace human judgment, listening, or empathy—the pillars of meaningful advice.

Balancing automation with personal insight ensures clients receive guidance that addresses both practical and emotional needs, building confidence in their financial futures.