Recent data from the Capgemini Research Institute shows that AI agents could generate up to $450 billion in economic value by 2028, highlighting the opportunity that exists for the financial services sector in areas such as fraud prevention.
To take advantage of this opportunity, 33% of banks say they are developing their own AI agents internally, while 48% of financial institutions acknowledge they are creating new positions for employees to supervise these agents, especially in critical processes linked to fraud.
The study “From process automation to industry reinvention” also points out that the main processes in which banks implement cloud-native AI agents on a large scale are customer service (75%), fraud detection (64%), loan processing (61%) and customer onboarding (59%). Insurers show a similar pattern, with customer service also leading the way (70%), followed by underwriting (68%), claims processing (65%) and customer onboarding (59%), which together redefine the concept of what it means to be a financial services customer and the management of fraud in these areas.
Precision, speed and impact
With AI agents capable of managing complex workflows, the role of the Cloud goes beyond infrastructure; now enables platforms to be drivers of anti-fraud innovation, integrating automated solutions to detect anomalies and improve security. Nearly two out of three executives identify Cloud-based orchestration as fundamental to a strategy capable of mitigating fraud in digital transactions.
According to Ravi Khokhar, Global Head of Cloud for Financial Services at Capgemini, the combination of AI and Cloud allows banks and insurers to harness the power of AI agents to serve their customers more accurately and quickly, increasing the ability to anticipate potential areas of fraud before they cause harm. To realize this potential, entities must adopt a long-term vision in which people and agents collaborate to detect fraud and protect assets.
Only 80% of financial services companies are in the ideation or pilot launch phase. However, there is still a large opportunity to be tapped with purpose-built AI agents for anti-fraud purposes, as only 10% of organizations surveyed have deployed AI agents at scale.
Combining AI and Cloud allows banks and insurers to harness the power of AI agents
Operational efficiency and the ability of agents to confront fraud directly impact geographic expansion, personalization of services and multilingual attention adapted to regulations and cultural norms. Executives believe the ability to respond to fraud cases and multi-channel support is key to global competition in the financial sector.
Challenges and obstacles in AI
Banks still face persistent challenges in adopting AI linked to fraud management. Executives point to the skills gap and regulatory burden as critical obstacles, and highlight the need to invest in AI solutions capable of evolving over time to anticipate new fraud techniques.
High implementation costs are also emerging as barriers to achieving real performance in the fight against financial fraud. A growing number of companies are moving toward software-as-a-service models, prioritizing tangible results such as resolved fraud cases, protected transactions, and secure customers.
