The future of banking: When AI becomes the interface

By Aditya Gandhi, VP- Technology, Financial Services, Publicis Sapient

AI is rapidly redefining the foundations of banking, not only in how customers interact with financial institutions, but in how banks themselves operate. As AI moves from assistive tools to decision-making systems, banks face a dual transformation challenge: reimagining customer experience at the point of intent, and re-architecting internal operations around agentic intelligence.

This article is the first in a two-part series. Part 1 focuses on customer experience transformation, examining how generative and conversational AI are reshaping discovery, onboarding, servicing, and payments.

Part 2 will turn inward, focusing on agentic AI and the transformation of bank operations. It will explore how autonomous and semi-autonomous agents can rewire core processes, spanning operations, risk, compliance, technology, and service delivery, driving step-change gains in efficiency, resilience, and speed, while redefining how work gets done inside the bank.

Together, these two perspectives ...