Financial institutions are increasingly leveraging AI agents to transform customer interactions, according to the Capgemini Research Institute’s World Cloud Report in Financial Services 2026. Key areas identified for deploying cloud-native AI agents include customer service (75% for banks, 70% for insurers), fraud detection (64%), loan processing (61%), and onboarding (59%). The report predicts that AI agents could generate approximately $450 billion in economic value by 2028, with 33% of banks developing AI technologies in-house. While 80% of financial services firms are still in the pilot stage, 92% of executives believe AI agents will facilitate expansion into new markets and improve operational efficiency. Despite significant benefits, challenges remain, including skills gaps (92%) and compliance issues (96%). As firms transition to service-as-a-software models, 25% plan to adopt these solutions within 12–18 months, focusing on measurable outcomes rather than traditional licensing costs. AI agents are expected to revolutionize processes in an evolving financial landscape.
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