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AI Agents Revolutionizing Fraud Detection and Application Processes in Financial Services, ETCISO
Financial institutions are moving key customer-facing processes to AI agents, changing how customers interact with banks and insurers. The Capgemini Research Institute’s World Cloud Report in Financial Services 2026 finds the top processes for banks to deploy cloud-native AI agents at scale are customer service (75%), fraud detection (64%), loan processing (61%) and customer onboarding (59%). Insurers show a similar pattern: customer service (70%), underwriting (68%), claims processing (65%) and onboarding (59%).
The report estimates AI agents could deliver up to $450 billion in economic value by 2028. To support agent deployment, 33% of banks report they are developing AI agents in-house, and 48% of financial institutions are creating roles for employees to supervise agents. With AI agents able to manage complex workflows, 61% of executives identify cloud-based orchestration as critical to their AI strategy, making cloud platforms central to operationalizing these technologies.
Only 10% of firms have implemented AI agents at scale. Eighty percent of financial services firms are in the ideation or pilot stage of deployment, and the report highlights customer onboarding and Know-Your-Customer (KYC), loan and claims processing, and underwriting as among the most inefficient functions across the sector. Executives expect agentic AI to address these challenges, citing real-time decision-making (96%), improved accuracy (91%) and faster turnaround times (89%) as key benefits.
Executives also expect business impacts from AI agents: 92% say AI agents will help expand into new geographies without heavy upfront infrastructure; 79% say cloud-native AI agents can enable dynamic pricing and offers; and 75% expect opportunities for multilingual support that adapts to local regulations and cultural norms. Currently, nearly two-in-three leaders report that up to 40% of their organization’s generative AI budget is allocated to agent technologies. By 2028, one-in-four firms expect to increase spending on AI agent solutions by up to 60%.
At the same time, firms report significant barriers to adoption. The most frequently cited challenges are a skills gap among leaders and employees (92%) and regulatory and compliance burdens (96%). Although many executives express concern about managing region-specific regulatory mandates, 89% place compliance among their top organizational priorities for the next three years. High implementation costs are also a barrier: about 25% of firms plan to adopt service-as-a-software models in the next 12–18 months, shifting from paying for licenses and infrastructure to paying for outcomes (for example, fraud cases resolved, transactions processed, or customer queries handled).
