Capgemini: Banks and Insurers Deploy AI Agents to Fight Fraud and Process Applications, With Plans for New Roles to Supervise the AI

Core Insights - Financial institutions are rapidly adopting AI agents for customer-facing processes, significantly transforming interactions with banks and insurers [1][2] - The Capgemini Research Institute predicts that AI agents could generate up to $450 billion in economic value by 2028, highlighting a substantial opportunity for the financial services sector [2][7] - Despite optimism, only 10% of firms have implemented AI agents at scale, indicating a large potential for growth in this area [5][6] Adoption and Implementation - Key processes for AI agent deployment in banks include customer service (75%), fraud detection (64%), loan processing (61%), and customer onboarding (59%) [1] - Insurers also prioritize customer service (70%), underwriting (68%), claims processing (65%), and onboarding (59%) [1] - 80% of financial services firms are in the ideation or pilot stage for AI agent deployment, with 33% developing proprietary agents in-house [5][6] Economic Impact and Investment - Nearly two-thirds of executives (61%) view cloud-based orchestration as critical to their AI strategy, transforming cloud platforms into innovation engines [3] - C-suite executives are aligning investments with AI agent technologies, with nearly two-thirds indicating that up to 40% of their generative AI budget is allocated to these technologies [7] - By 2028, one in four firms expects to increase spending on AI agent solutions by up to 60% [7] Challenges to Adoption - Executives cite a skills gap among business leaders and employees (92%) and regulatory compliance burdens (96%) as major roadblocks to AI adoption [8] - High implementation costs are also a barrier, leading 25% of firms to consider a service-as-a-software model for AI consumption and monetization [9]