Cairo – Sharikat Mubasher: Banks and insurers are increasingly turning to AI agents to handle fraud detection, customer onboarding, and loan or claims processing, according to Capgemini’s World Cloud Report in Financial Services 2026. The shift marks a major step in how financial institutions interact with customers and manage operations.
The report found that 75% of banks and 70% of insurers have deployed AI agents in customer service, while 64% of banks use them for fraud detection and 59% for onboarding new clients. These agents, powered by cloud-native technology, are helping firms streamline processes, improve accuracy, and deliver faster results.
Capgemini estimates that AI agents could generate up to $450 billion in economic value by 2028, as companies expand their capabilities in automation and real-time decision-making.
Ravi Khokhar, Global Head of Cloud for Financial Services at Capgemini, commented: “The combination of AI and cloud allows banks and insurers to better serve customers with precision and speed,” adding that the “agentic era” will redefine how financial institutions operate, provided they invest in scaling and governance frameworks that enable humans to work effectively alongside AI systems.
The report also highlights key challenges slowing adoption, including high implementation costs, a shortage of skilled talent, and complex regulatory environments. To address these hurdles, many firms are shifting to service-based AI models that charge per outcome—such as fraud cases resolved or customer queries processed—rather than fixed infrastructure costs.
As the financial sector accelerates toward AI-driven transformation, Capgemini’s findings suggest that cloud-enabled AI agents will play a central role in reshaping customer experience and operational efficiency across global banking and insurance industries.
