The Human Side of AI: A Tech Startup Story with Inicio AI

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Episode 1 of Season 2 of the Tech Startup Stories Podcast features Rachel Curtis, CEO and Founder of Inicio AI, with host Natalie Binns. In this episode, they discuss how technology can support vulnerable customers in financial services, why empathy is just as important as efficiency when building AI, and what it takes to balance innovation with responsibility in a regulated industry.

Listen to the Podcast
Available on Spotify, Amazon Music, Apple Podcasts, and YouTube.

Rachel spent three decades in financial services, most recently leading digital transformation at a challenger bank, Cambridge & Countries Bank. She has seen the rise of chatbot technology first-hand and, like many in the industry, was sceptical. Early attempts at customer-facing automation left people frustrated, often making difficult conversations even harder. But Rachel also spotted a shift, AI was getting smarter, the use cases were becoming clearer, and she began asking a different question: what if AI could make conversations more human, not less?

AI designed for sensitive moments
Inicio AI was built on the idea that not every customer wants to speak directly to a human, especially when the subject is difficult or personal. For someone facing financial vulnerability, the ability to communicate via a digital channel can make the difference between seeking help and staying silent. Rather than replace human advisors, Inicio AI complements them, creating a bridge that helps customers open up and access the support they need.

Rachel talks about the responsibility that comes with this. Building AI in financial services is not just about speed or cutting costs, it is about trust. Every design decision, from accessibility to language choice, is shaped by the mission to reduce barriers and improve outcomes for people who might otherwise be excluded.

From corporate career to founder mission
The shift from corporate executive to startup founder was not just a career change, it was a mindset shift. Rachel reflects on what it means to go from leading large teams to being a founder responsible for everything, from fundraising to hiring. What has kept her grounded is the mission itself: creating technology that serves people, not the other way around.

She shares the challenges of convincing early partners and investors that AI could be applied responsibly in such a sensitive space, and why having a clear social impact story matters when building credibility in both the tech and finance communities.

Innovation with empathy
This episode is a reminder that tech startups are not just about solving efficiency problems. The most powerful innovations often come when founders look at where technology can bring humanity back into processes that have become impersonal. Rachel’s story shows how empathy, accessibility and responsibility can shape the future of AI, and why those values might just be the competitive advantage of tomorrow’s startups.

Listen to the Podcast

Available on Spotify, Amazon Music, Apple Podcasts, and YouTube.

Connect with Rachel Curtis and learn more about Inicio AI.