How leading banks are using agentic AI to transform the customer experience
Banking customers have become accustomed to instant, digital-first service in every aspect of their lives, and they expect their banks to deliver. But as support volumes rise and staffing budgets stay flat, many institutions are finding it harder to meet these demands without sacrificing service quality or ballooning their operational costs.
That’s where AI agents come in.
Agentic AI offers a new model for customer support in banking—one where intelligent virtual agents work alongside (and sometimes independently of) human teams to deliver fast, personalized service at scale. These agents can answer questions, resolve tasks, surface insights, and even take proactive action—without relying on traditional scripts or workflows.
Applying agentic AI isn’t some wishful technological “art of the possible,” it’s already in use at banks around the world. Here are five key areas where banks are already deploying AI agents to improve customer experience, streamline operations, and reduce cost-to-serve.
Even the most well-staffed call center can’t keep up with the modern customer’s demand for always-on service. Whether it’s a routine balance inquiry at midnight or a password reset on a holiday weekend, customers expect immediate help—on their terms, on their time, and on the channel they prefer.
AI agents allow banks to meet this expectation by offering continuous support across all digital channels. These agents can handle high-volume, repetitive tasks that would otherwise require live agents (e.g., verifying account balances, unlocking accounts, or answering FAQs). Because they’re not limited by business hours or queue capacity, AI agents can serve thousands of customers simultaneously, ensuring no one is left waiting for help.
This approach doesn’t just improve the customer experience—it also relieves pressure on human teams, allowing live agents to focus on more complex or emotionally sensitive issues where empathy and judgment are required.
Today’s customers don’t want to call a help desk if they can avoid it. They’d much rather solve issues themselves—as long as the tools are intuitive and efficient. Unfortunately, many traditional banking portals are clunky, outdated, or simply hard to navigate, leaving users frustrated and calling in anyway.
AI agents change that dynamic by giving customers a natural language interface to access services and information. Instead of clicking through menus, customers can simply ask:
Behind the scenes, these agents integrate with core banking systems to carry out requests in real time, in a highly secure environment. The result is a self-service experience that feels more like texting with a helpful assistant than wrestling with a legacy interface.
With fewer calls coming in and higher digital engagement, banks can lower support costs while making customers feel more empowered and in control.
For too many customers, opening a new account can be a confusing and fragmented process. Between KYC compliance, product selection, and getting familiar with digital tools, new users often need help navigating the first few steps.
AI agents can simplify and streamline onboarding from the moment a customer signs up. They can guide users through each step, answer common questions, and even offer product education based on customer profiles or goals. For example, a new checking account holder might be prompted to set up direct deposit, enroll in mobile banking, or explore budgeting tools—all through a conversational interface.
Because these agents operate across channels, onboarding can begin on a website, continue over text, and conclude in-app—without missing a beat. This continuity makes customers feel supported and accelerates time-to-value, leading to better activation rates and longer-term engagement.
Financial literacy isn’t one-size-fits-all, and most customers don’t have time to schedule consultations for every question. Yet many of them still need guidance—whether it’s understanding spending habits, managing payments, or making smarter decisions about saving.
AI agents can provide real-time, contextual financial insights based on customer activity. Instead of sending static monthly statements, banks can use conversational agents to deliver personalized tips like:
These nudges feel helpful rather than intrusive, and they happen in the moment when customers are most likely to act. Over time, this kind of embedded support can deepen relationships, improve financial outcomes, and boost customer satisfaction—all without adding to the workload of live agents.
Customer feedback is essential to improving banking services—but traditional surveys often fall flat. They’re easy to ignore, and when customers do respond, the data often arrives too late to be actionable.
AI agents offer a better approach by collecting feedback conversationally and in context. After an interaction, an agent might ask, “Was that helpful?” or “Anything we could have done better?” Because the prompt comes directly within the flow of support, customers are more likely to respond—and more honest in their replies.
Beyond simple ratings, AI agents can also detect sentiment and extract insights from open-text responses, helping banks identify pain points or track emerging issues in real time.
This creates a continuous feedback loop that not only improves service but allows teams to course-correct before small problems become major ones.
AI agents are already transforming how banks engage with customers—from delivering 24/7 support to streamlining onboarding, surfacing real-time financial guidance, and collecting feedback that actually gets used. These aren’t future-state possibilities—they’re live, high-impact use cases happening today.
But launching AI agents that deliver real value requires more than just great technology. It takes the right platform, the right orchestration, and a strategy that aligns with both customer expectations and operational goals.
That’s where DRUID comes in. Our conversational AI platform is purpose-built to help banks deploy intelligent agents that integrate seamlessly into your existing systems and workflows—without sacrificing compliance, security, or control. With DRUID, you can unlock the full potential of agentic AI while reducing cost-to-serve and elevating the customer experience.
Want to see how other banks are doing it? Download our free guide, AI-Powered CX in Banking: A Strategic Guide to Reducing Cost-to-Serve (While Improving Service), for real-world examples, use-case blueprints, and practical tips to get started.