Banks and insurers worldwide are increasingly entrusting artificial intelligence with direct customer interaction. According to the World Cloud Report in Financial Services 2026 by the Capgemini Research Institute, financial institutions are deploying AI agents across key service areas — from customer contact (75%) and fraud detection (64%) to credit processes (61%) and onboarding (59%). Insurers are using AI in underwriting (68%) and claims handling (65%). This broad adoption of AI is redefining how customers interact with the financial sector. Interest in these technologies is also growing in Poland, although deployments remain at an earlier stage and still focus primarily on testing solutions for customer service and fraud detection.
AI Moves to the Front Line of Customer Interaction
In financial services, artificial intelligence is no longer just a back-office support tool — it increasingly handles first-line contact with customers and manages entire processes end to end. AI agents analyze data in real time, respond in context, and can independently resolve simple cases, freeing employees to focus on more complex tasks. As a result, customers receive faster credit decisions, more precise product recommendations, and smoother onboarding experiences. For institutions, AI is a way to reduce costs, improve data quality, and maintain consistent service standards regardless of operational scale.
According to the Capgemini Research Institute, AI agents could create up to $450 billion in economic value for the financial sector by 2028. Unsurprisingly, 33% of banks are developing in-house solutions, and 48% of financial institutions are creating new roles dedicated specifically to AI oversight.
“The combination of cloud and artificial intelligence allows financial institutions to operate with unprecedented precision and speed. It’s not just a technology shift — it’s a fundamental change in how banks and insurers can serve their customers. In Poland, we see a similar direction. While the pace is slower than in Western markets, more institutions are beginning to see AI agents as real support for core business processes,”
says Tomasz Radwański, Head of FS Cloud and Custom Applications Practice at Capgemini Poland.
The result is not only greater operational efficiency but also rising consumer trust — because speed and accuracy of service are now key differentiators in the financial market.
Digital Co-Workers, Real Challenges
Rising interest in AI agents does not mean the sector’s road to automation is straightforward. While 80% of institutions are already at the pilot or testing stage, just 10% have deployed AI at scale. The biggest challenges remain technology integration with legacy systems and regulatory compliance. The situation is similar in Poland — institutions are still gaining experience with AI agents, and large-scale deployments are the exception.
As AI agents become more capable, demand grows for specialists who can supervise them and analyze algorithmic decisions. Nearly half of all financial institutions (48%) are creating dedicated roles for this purpose, underscoring that automation does not eliminate human involvement — it simply transforms it.
New Skills in the Era of AI Agents
The rapid development of artificial intelligence is reshaping traditional roles in the financial sector. Employees are increasingly becoming not only users of AI systems but also their supervisors — monitoring AI-driven decisions, interpreting outputs, and responding to irregularities. This requires combining technological understanding with business process expertise and a deep awareness of customer needs.
Soft skills are also gaining importance: analytical thinking, data-driven decision-making, and the ability to collaborate effectively with technology. These competencies will determine how successfully financial institutions can harness AI agents while preserving the human dimension of customer relationships.
Security First: AI as a Weapon Against Fraud
Fraud detection is one of the most common applications of AI agents in the financial sector. The Capgemini Research Institute reports that 64% of banks use AI in fraud detection, and insurers rely on it for risk assessment and claims verification. AI enables real-time analysis of massive data sets, allowing systems to react immediately when irregularities are detected — often before financial losses occur.
“AI agents can operate with a speed and accuracy that no human can match. They detect patterns and anomalies in real time, significantly reducing false positives and improving decision quality. For Polish financial institutions, this is especially important — cybersecurity and fraud prevention are among the areas where AI is already delivering measurable results,”
emphasizes Tomasz Radwański of Capgemini Poland.
This approach helps institutions protect customers and strengthen trust. In a world where every second and every error carries reputational risk, technology becomes the foundation of security — and AI is the key tool that combines prevention with predictive analysis.
The Cloud as the Engine of Financial Innovation
As AI agents evolve, the role of the cloud becomes even more critical. It is no longer just technical infrastructure — it is the sector’s innovation hub. 61% of financial industry leaders now consider cloud orchestration a central pillar of their AI strategy. The cloud allows institutions to scale solutions quickly, integrate data from various sources, and deploy technologies that previously required months of preparation.
For banks and insurers, this means combining flexibility with strong security — and responding faster to customer needs in a world where competitive advantage belongs to those who can process and use real-time data.
Human-Centered Technology: The Future of AI–Human Collaboration
The growth of AI agents does not mark the end of human involvement in financial services but the beginning of a new chapter. Automation handles routine tasks, but humans remain responsible for interpretation, ethics, and final decision-making. The coming years will be defined not by replacing people with technology but by forming teams in which humans and AI complement one another.
Success will depend on how well institutions integrate technology with human skills — and on their willingness to trust their new digital colleagues.
