117 their focus towards scaling these solutions across the organisation, then concentrate on continuous improvement and innovation for the future. It is important to note that organisations do not have to take an ‘all or nothing’ approach; a hybrid approach that blends traditional automation technology and agentic AI is just as effective. In this scenario, the traditional automation can handle predictable, repeatable tasks while agentic AI tackles the more dynamic and complex challenges. This allows for a less disruptive transition. Regardless of which method an organisation chooses, it is important for them to remember that human oversight remains indispensable throughout the process. AI agents will not take over human activities, but will complement them by taking over some of the repetitive tasks that can be automated through AI-powered decision making. Therefore, employees should maintain oversight of critical AI decisions, especially in a high-risk sector such as financial services. Furthermore, organisations should invest in training and upskilling employees to ensure a seamless collaboration between humans and machines and prevent employees from feeling displaced. Organisations should also consider implementing an AI centre of excellence, which will act as a centralised knowledge group that guides and oversees the development of organisation-wide AI projects. Gartner’s October 2024 AI intelligence report states that by 2028, 33 per cent of enterprise software applications will include agentic AI, and 15 per cent of day-to-day work decisions will be made using agentic tools. This implies that financial institutions that do not embrace agentic AI risk falling behind their competitors. Consequently, the integration of agentic AI is not merely an option for organisations in the financial sector, but a strategic imperative for institutions aiming to thrive in a competitive landscape. It’s no longer a distant future but a near-term reality that demands proactive engagement. Niloy Sengupta is vice president and chief technology officer of US financial services at Kyndryl FINANCIAL SERVICES
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