Banks Accelerate AI Agent Adoption as New Supervisor Roles Emerge

Financial Institutions Push Toward Large-Scale AI Deployment

Banks and insurers are rapidly expanding their use of AI agents, creating new supervisory roles and advancing toward large-scale automation, according to the World Cloud Report for Financial Services 2026 published by the Capgemini Research Institute. The findings, based on a survey of 1,100 executives and 40 in-depth interviews, suggest the industry is moving into a new phase of digital transformation driven by cloud-enabled artificial intelligence.

Nearly half of financial institutions are now establishing positions specifically designed to supervise AI agents — a shift that reflects both the growing reliance on automated systems and the need for human oversight as regulatory expectations evolve.

Customer Service, Fraud Detection and Loan Processing Lead Use Cases

AI agents have gained traction across core banking functions. Capgemini reports that:

• 75% of banks use AI agents in customer service

• Two-thirds deploy them for fraud detection

• Three in five apply the technology to loan processing, credit reviews, and customer onboarding

This expansion is being fueled by increasing confidence in AI’s ability to reduce operational friction, improve response times, and strengthen digital banking capabilities.

“Our data reveals widespread industry optimism that the agentic era will open doors to new markets,” said Ravi Khokhar, executive vice president and global head of cloud for financial services at Capgemini.

AI Agents as ‘Digital Engineers’ Free Up Human Talent

Some banks are already moving beyond pilot concepts. BNY, for example, has deployed multiple AI agents that operate as digital engineers, autonomously fixing low-complexity code issues, documenting completion reports, and escalating only when tasks require advanced human expertise.

“This frees up our engineers to do new feature releases and other fun stuff,” said Leigh-Ann Russell, BNY’s CIO, during a recent Gartner event.

Citi and Wells Fargo have also rolled out agentic tools to staff, while consumer brands such as Walmart, PepsiCo, and Colgate-Palmolive are similarly embracing automated agents across supply chains and operations.

One-third of banks build their AI agents in-house, according to Capgemini, while only 16% rely on off-the-shelf systems.

Scaling Remains a Key Challenge

Despite strong momentum, only 10% of financial institutions have implemented AI agents at scale. Significant hurdles remain:

• 92% cite a widening skills gap

• 96% identify regulation and compliance as a top barrier

• High implementation costs continue to hinder broader adoption

Cloud infrastructure remains a critical enabler, but banks must still determine how to integrate agentic AI into their existing credit, fraud, compliance, and customer service systems.

“Leaders will need to consider how they can scale their agentic AI operation over time,” Khokhar said, noting that success will depend on disciplined planning and targeted investment.

Closing Insight

As financial institutions pursue up to $450 billion in potential economic value from AI agents, the industry is shifting rapidly toward a future where automation, human oversight, and cloud technology operate in tandem. Banks that build the right supervisory frameworks — and close the skills gap — will be best positioned to turn AI into a competitive advantage rather than a compliance risk.

Previous Post SKN | VP Bank Reshuffles Executive Management as CIO Takes Over International Locations

Next Post SKN | BofA, BNY Blast ‘Threadbare’ Allegations in Epstein Victim Suit