Banks and insurers pivot to AI agents at scale, Capgemini finds
Capgemini forecasts up to $450bn in value as banks and insurers deploy cloud-native AI agents across core workflows.
Agentic AI is expected to deliver up to $450 billion in value by 2028, as financial institutions shift frontline processes to AI agents, according to Capgemini’s estimates. Banks start with customer service before expanding into fraud detection, lending, and onboarding, while insurers report similar priorities.
To seize the opportunity, 33% of banks are building agents in-house, while 48% of institutions are creating human supervisor roles. Cloud’s role is expanding beyond infrastructure, with 61% of executives calling cloud-based orchestration critical to scaling.
Adoption is accelerating but uneven. Four in five firms are in ideation or pilots, yet only 10% run agents at scale. Executives expect gains in real-time decision-making, accuracy, and turnaround, especially across onboarding, KYC, loan processing, underwriting, and claims.
Leaders also see growth levers. Most expect agents to support entry into new geographies, enable dynamic pricing, and deliver multilingual services that respect local norms and rules. Budgets reflect this shift, with up to 40% of generative AI spend already earmarked for agents.
Barriers persist. Skills shortages and regulatory complexity top the list of concerns, alongside high implementation costs. A quarter of firms are exploring ‘service-as-a-software’ models, paying for outcomes such as the resolution of fraud cases or the handling of customer queries.
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