AI cannot match human empathy, creativity: fintech company exec

AI automates a range of repetitive office tasks such as data analysis and reporting but cannot have the same emotions and creativity as humans, said Colin Blackwell, chairman of Hyperion Fintech, a Swiss financial technology services company.

How would you assess the current level of AI adoption among businesses in Vietnam?

The level of AI adoption among the professional workforce in Vietnam is virtually universal - nearly 100% of employees use AI, typically via free chatbot versions.

However, AI remains a consumer tool for most individuals, and formal corporate AI initiatives lag behind. Less than 25% of companies have launched structured AI programs, while widespread “shadow AI” use drives productivity gains without executive oversight.

Have Vietnamese companies been able to fully leverage AI, in your opinion?

A few forward-looking firms - especially those in tech, advertising, and marketing - are leading the way, but they are outliers. Companies under intense competitive or pricing pressure have adopted AI more rapidly. Overall, broad, end-to-end AI integration across business functions remains in its early stages.

What challenges do Vietnamese businesses face when implementing AI?

The primary hurdle is mindset. Many executives treat AI like a conventional IT rollout - expecting lengthy development cycles and high costs. In truth, AI agents can be configured in minutes, delivering immediate gains. The greater challenge is strategic coordination: aligning people, processes, and leadership to leverage AI’s exponential speed of change.

In your experience consulting with Vietnamese firms, have you encountered situations where the leadership is highly proficient in AI but their staff are not, resulting in employees failing to meet management’s expectations? If so, how do companies typically address this gap?

Yes, CEOs often recognize that a task can be completed in an hour with AI, while employees still expect it to take a week. To bridge this gap, we provide hands-on training so staff experience AI-driven efficiency firsthand. Companies then update job descriptions, KPIs, and HR policies, making AI competency a baseline requirement rather than an optional skill.

What other “funny” or “cringeworthy” AI-implementation stories have you witnessed?

The most cringeworthy scenario is companies banning AI outright. It’s akin to the archaic red-flag laws that once required someone to walk in front of early automobiles. These bans, driven by fear of security or confidentiality issues, are futile - employees simply resort to free tools, increasing organizational risk.

Do you believe AI can replace humans? Which aspects of work or decision-making do you think AI will never be able to substitute?

AI will automate large swaths of repetitive white-collar tasks - data analysis, reporting, routine administration - while amplifying human productivity. Yet, AI cannot replicate truly human abilities: empathy, creativity, innovation, persuasion, and leadership. These interpersonal and emotional skills will remain our unique competitive advantage - our “survival skills.”

What new AI trends do you foresee emerging in the near future?

We are entering the era of orchestration-level intelligence and AI operating systems. By the end of 2025, AI co-pilots will run continuously on users’ devices, autonomously spawning specialized agents that manage workflows and operations. With no setup cost or delay, this new generation of AI will eliminate barriers to adoption and redefine enterprise productivity.