_(1).jpg)
A significant shift is underway in the financial services industry as banks and insurers increasingly deploy AI agents to handle critical processes. According to new research from the Capgemini Research Institute, this move is accompanied by a parallel trend: nearly half of these institutions are creating new human roles specifically to supervise the AI, signaling the emergence of a hybrid workforce.
Banks and insurers are deploying AI agents for fraud detection, customer onboarding, and claims processing.
Only 10% of financial firms have implemented AI agents at scale, with 80% in ideation or pilot stages.
AI agents could deliver up to $450 billion in economic value to the industry by 2028.
48% of financial institutions are creating new job roles for employees to supervise AI agents.
The top adoption barriers are a skills gap (92%) and regulatory compliance burden (96%).
Cloud-based orchestration is now critical for 61% of executives to operationalize their AI strategy.
The Capgemini Research Institute’s World Cloud Report in Financial Services 2026 reveals that AI agents are being targeted at the most impactful and often inefficient functions. For banks, the top processes for deployment include customer service (75%), fraud detection (64%), loan processing (61%), and customer onboarding (59%). Insurers show a similar focus, prioritizing customer service (70%), underwriting (68%), claims processing (65%), and onboarding (59%). This collective push is fundamentally redefining the customer experience in financial services.
Despite widespread experimentation, with 80% of firms in the ideation or pilot stage, only 10% have implemented AI agents at scale. This indicates a market still in its early growth phase with substantial room for expansion. The motivation is clear; the research indicates AI agents could deliver up to $450 billion in economic value by 2028. To capture this value, 33% of banks are developing their own proprietary AI agents in-house, and C-suite executives are aligning budgets, with some expecting to increase spending on AI agent solutions by up to 60% by 2028.
A defining characteristic of this transition is the creation of new human jobs to oversee AI operations. With 48% of financial institutions establishing roles to supervise agents, the industry is acknowledging the need for a collaborative human-AI framework. This is partly driven by significant adoption challenges, including a looming skills gap (92%) and a heavy regulatory and compliance burden (96%), which require human oversight and judgment.
“The combination of AI and cloud allows banks and insurers to tap the power of AI agents to better serve their customers with greater precision, speed and impact,” said Ravi Khokhar, Global Head of Cloud for Financial Services at Capgemini. “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.”
The strategic deployment of AI agents marks a new chapter for financial services, moving beyond simple automation to a more intelligent, autonomous operational model. However, success in this agentic era will depend not just on technology, but on the industry's ability to integrate these systems responsibly within a human-supervised framework that navigates complex regulations and builds customer trust.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
About the Capgemini Research Institute
The Capgemini Research Institute is Capgemini’s in-house think-tank on all things digital and their impact across industries. It is the publisher of Capgemini’s flagship World Report Series, which has been running for over 28 years, with dedicated thought leadership on Financial Services focusing on digitalization, innovation, technology and business trends that affect banks, wealth management firms, and insurers across the globe.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.