Banks turn to AI supervisors as agent use surges

Financial institutions are rapidly deploying AI agents in pursuit of billions in economic value, according to Capgemini.

Dive Brief: 

• Nearly 50% of banks and insurers are creating jobs for supervising AI agents, according to the World Cloud Report for Financial Services 2026, published Wednesday by the Capgemini Research Institute. The report is based on a survey of 1,100 financial institution executives and 40 executive interviews conducted earlier this year. 
• The most common use case for agentic AI is customer service, according to 75% of banks surveyed by Capgemini. Nearly two-thirds use the technology for fraud detection, while 3 in 5 use it for loan processing and customer onboarding. 
• “Our data reveals widespread industry optimism that the agentic era will open doors to new markets, signaling a new phase of transformation is upon us,” said Ravi Khokhar, EVP and global head of cloud for financial services at Capgemini, in ...