Agentic AI: From assistance to autonomy - The next chapter in banking
The banking industry is at an inflection point. For many years banks have used AI to support activities such as algorithmic trading, fraud detection, and risk modeling. Today, the conversation has shifted from incremental automation to systems that can set goals, act, and learn across journeys, that’s called Agentic AI. This evolution elevates AI from a tool to an operational partner, enabling agility, resilience, and growth in an environment where adaptability defines success.
Banking on intelligence: Agentic AI is here
While traditional AI has always been good at forecasting, Agentic AI goes a step further, interpreting context, choosing the next move, and executing it across multiple systems. This capability is critical in a world where 80–90% of banking data sits in unstructured formats that resist conventional automation. Agentic AI interprets this complexity and acts autonomously, orchestrating processes from fraud prevention to onboarding. The market signals its momentum: fraud detection powered by Agentic AI is projected to surpass $200 billion by 2034, and Gartner forecasts that by 2029, 80% of customer issues will be resolved without human intervention, underscoring the scale of transformation ahead.
Smarter support, deeper customer connections
Customer service remains a defining differentiator. Despite digital dominance, 64% of banking customers prefer to speak with a human when resolving issues, and 60% seek personal interaction for complex problems. Agentic AI bridges this gap by empowering frontline staff with real-time insights and automated workflows. From guiding account opening to detecting fraud patterns during live interactions, intelligent agents reduce friction and elevate the human touch, turning service into a loyalty engine.
Agentic AI unlocks hyper-personalization for modern banks
Hyper-personalization has shifted from aspiration to expectation. Research shows that 74% of customers now look for experiences shaped around their preferences, yet more than half of banking executives admit they lack a consolidated customer view. Agentic AI solves this by unifying data and acting on behavioral signals in real time, enabling journeys that adapt to individual needs, rather than broad segments. When organizations get this right, the payoff is tangible. Many see revenue climb by around 10% and notice a clear drop in customer attrition, along with stronger day‑to‑day engagement.
Agentic AI accelerates a new chapter in banking efficiency
Operational efficiency is a silent growth driver. Today, most institutions operate with efficiency ratios stuck near 60%, while outdated core systems absorb the bulk of technology spending and siloed data can cost banks up to 30% of annual revenue. Agentic AI rewires these processes, automating reconciliations, compliance checks, and end-of-day workflows, creating a continuous audit-ready environment. When these routines run automatically and reliably, banks redirect talent and capital toward areas that actually move the business forward. The payoff is significant: institutions that meaningfully improve efficiency often see revenue lift in the range of 20–30%, while freeing resources for innovation.
The last mile to Autonomous Banks
Autonomy in banking doesn’t arrive all at once; it’s built step by step. Institutions that succeed start with tightly defined use cases and clear human oversight, widening the scope only as the technology proves reliable. That progression depends on fundamentals –clean, well‑governed data, systems that can speak to one another, and controls that make it clear who is accountable for what. The shift is already underway: by 2028, 33% of enterprise software will include agentic AI, enabling 15% of day-to-day decisions to be autonomous. Ethical frameworks and explainability will be critical to maintain trust, as around 70% of consumers expect transparency in AI-driven decisions.
Agentic AI is more than a technology trend, it’s a strategic imperative. Banks that act now, modernize their core, and deploy agentic systems with strong governance will lead the next chapter of financial services, where intelligence is not just predictive but proactive.
Explore the series:
Banking on intelligence: Agentic AI is here | https://www.finastra.com/viewpoints/white-paper/banking-intelligence-agentic-ai-here
Smarter support, deeper customer connections | https://www.finastra.com/viewpoints/white-paper/smarter-support-deeper-customer-connections
Agentic AI unlocks hyper-personalization for modern banks | https://www.finastra.com/viewpoints/white-paper/agentic-ai-unlocks-hyper-personalization-modern-banks
Agentic AI accelerates a new chapter in banking efficiency | https://www.finastra.com/viewpoints/white-paper/agentic-ai-accelerates-new-chapter-banking-efficiency
The last mile to Autonomous Banks | https://www.finastra.com/viewpoints/white-paper/last-mile-autonomous-banks-activation-and-integration-agentic-ai-banking
