AI agents and banking: automating without losing the human touch

Historically, customer relationships in banking were built around in-branch interactions, based on trust, personalization, and the close connection provided by advisors. The rise of digital has profoundly changed banking customers’ habits, who now expect 24/7 access to their services, greater autonomy, and instant, personalized responses to their requests. They want to check their accounts at any time, get immediate answers to their questions, receive tailored advice, carry out operations independently, and be supported in their financial projects. At the same time, competition is intensifying with the arrival of neobanks and fintechs, which are setting new standards of agility and responsiveness.

Faced with these challenges, traditional banks must rethink their customer service model. The integration of AI agents enables them to handle routine requests efficiently, optimize costs, and free up time for high-value interactions.

Today, the customer experience is no longer limited to the branch. It fits into an omnichannel approach, where every touchpoint, digital or human, must deliver the same quality of service. Artificial intelligence (AI) plays a central role in ensuring responsiveness, consistency, and personalization across all channels. This evolution addresses a dual objective: improving operational efficiency while supporting a more self-reliant clientele that still values a trusted relationship with their advisor.

An AI agent is an intelligent interface capable of interacting with customers autonomously or in an assisted manner, powered by artificial intelligence. It relies on technologies such as natural language processing (NLP) andmachine learning. Its main role is to understand a customer’s request, provide an instant response, or efficiently direct them to the right information or the right advisor.

In the banking sector, AI agents take several forms:

• the AI chatbot or conversational agent, integrated into the website or mobile app, answers customers’ frequently asked questions (IBAN, transfer limits, wire transfers...) at any time through a simple, effective conversational interface
• the visual IVR, triggered during a call, redirects the caller to a clear digital interface, avoiding wait times or traditional voice navigation. It quickly guides them to the right service without disrupting the customer journey
• the voicebot, available through the phone channel, understands natural language requests and can handle them autonomously or escalate to an advisor for more complex needs
• the mailbot, which analyzes incoming emails, categorizes requests, and automatically suggests a response or an appropriate transfer to a human agent

Connected to the bank’s internal systems (CRM, core banking, dynamic FAQs...), these agents provide fast, personalized, and context-specific responses. They can handle a wide range of recurring requests: checking balances, explaining banking fees, processing transfers, or providing information about financial products. In addition, they offer technical support to customers experiencing difficulties with digital channels such as the mobile app or online portal, guiding them in a clear, interactive, and intuitive way.

Whether it’s providing information about a transfer status or helping generate an IBAN document, AI agents can operate autonomously or in collaboration with an advisor. In the latter case, they support the advisor’s work by pre-filling useful information, contextualizing the customer request, or suggesting relevant actions. They thus become a real asset for improving efficiency without compromising the quality of the relationship.

The augmented Advisor agent assists the banking advisor throughout the customer interaction. It contextualizes the request, automatically generates summaries, suggests relevant actions, and easily integrates with internal tools thanks to its API compatibility. By analyzing available data in real time, it strengthens the quality of human interaction by facilitating decision-making and making advice more targeted and effective.

The goal is not to replace humans, but to enhance the overall efficiency of the customer journey, enabling advisors to step in at the right time with the right information to deliver a fast, personalized, and relevant response. This contributes to a smoother experience, without disruption between channels.

While automation brings efficiency and responsiveness, it also raises the question of how to balance it with human interaction. In a sector like banking, where trust largely depends on personalization and proximity, an overly generic response or difficulty reaching an advisor can lead to frustration. In 2025, 72% of French customers reported that they prefer to interact with a phone advisor, a figure that has even slightly increased (+2%) compared to 2023.

Customers expect to be able to speak with a human whenever a situation becomes sensitive or complex: life projects, major financial decisions, conflict situations, or cases of misunderstanding. They want to be understood, listened to, and supported in a personalized way. Despite rapid progress, AI agents still show certain limitations. They may struggle to interpret subtle emotions, handle unusual situations, or deliver truly tailored responses in complex contexts. It is therefore essential to maintain the possibility of human contact, especially when the nature of the request requires attentive listening, nuanced understanding, or more personalized guidance.

The hybrid approach offers an effective way to combine technology with human interaction. It consists of delegating simple, frequent, and standardized requests to AI agents, while leaving human advisors to handle complex or sensitive matters.

For this hybrid approach to succeed, it must rely on AI tools designed to complement, rather than replace human interaction. These solutions not only automate routine requests but also seamlessly transfer the interaction to a human advisor whenever a more complex or emotional need arises. By analyzing the nature of each request, its level of complexity, and the customer’s profile, AI can automatically route each interaction to the right channel, ensuring appropriate handling in every situation. The goal is to guarantee a smooth and natural continuity between automated and human exchanges.

Customer service advisors can also rely on AI-powered tools designed to support them in their daily work. These intelligent assistants give them quick access to interaction histories, contextual data, and personalized action recommendations. Far from diminishing the exchange, AI actually enriches the quality of the interaction by freeing up time for active listening, empathy, and personalization. The advisor remains at the heart of the relationship, with greater relevance and comfort in their role.

In a rapidly evolving banking environment, AI agents play a key role in modernizing customer journeys without leaving the human element behind. By freeing advisors from repetitive tasks, they allow them to focus on what matters most: listening, guidance, and trust. To reinvent customer relationships, banks have every interest in intelligently combining AI technologies with human expertise. This complementarity or hybridization helps streamline journeys while preserving the trust and closeness that customers remain deeply attached to.