As fraudsters grow more sophisticated, the world’s banks and insurance companies are turning to an equally smart defence, AI agents. According to a recent Capgemini report, “World Cloud Report in Financial Services 2026,” many banks and insurance companies use “agentic” AI, autonomous or semi-autonomous AI agents in their core operations. Banks use these AI agents for customer service (75%), fraud detection (64%), loan processing (61%), and customer onboarding (59%). While insurance companies use customer service (70%), underwriting (68%), claims processing (65%), and customer onboarding (59%).
In 2025, banks and insurers are rapidly adopting AI agents to enhance operations, security, and customer experience. Strong growth in the use of AI agents is expected, with 80% of financial services firms currently exploring or testing these technologies.
According to the Capgemini report, banking and insurance executives identify customer onboarding and ‘Know-Your-Customer’ (KYC), processing loans and claims, and underwriting as the most inefficient business functions across the sector. Firms are optimistic that agentic AI can address these longstanding challenges, with real-time decision-making (96%), improved accuracy (91%) and faster turnaround times (89%) cited as key benefits.
Beyond enhancing efficiency, executives believe AI agents can deliver significant business benefits. 92% think AI agents will allow expansion into new markets without needing large upfront investments in infrastructure. 79% believe that cloud-based AI agents can create flexible pricing and offers, helping them increase revenue and stay ahead of competitors. 75% see opportunities for providing multilingual support that meets local regulations and cultural customs.
However, despite this enthusiasm, only about 10% of banks and insurers have implemented AI agents at scale. Most are testing or in development stages.
With great potential to enhance their businesses, many executives are directing their investments accordingly; nearly two-thirds indicate that up to 40% of their organisation’s budget for generative AI is focused specifically on agent technologies.
By 2028, one in four firms plans to increase their spending on AI agent solutions by up to 60%.
Capgemini estimates that AI agents could generate up to $450 billion in value for the global financial services industry by 2028. The benefits are clear: quicker loan approvals, immediate fraud detection, and customised customer support.
Challenges to adoption remain as financial institutions adopt generative AI and AI agents, almost all executives agree on two major obstacles, a skills gap among business leaders and employees (92%) and challenges related to regulatory compliance (96%).
Many express concern about the difficulty of managing regulatory requirements that vary by region, while most (89%) prioritise compliance in their organisational goals for the next three years.
High implementation costs also present a challenge to achieving significant returns on AI investments. 25% are considering a service-as-a-software model in the next 12 to 18 months, changing how they use and pay for AI services.
Red Full Report: https://www.capgemini.com/insights/research-library/world-cloud-report/
