90 Financial institutions are increasingly adding agentic AI to their broader generative AI projects. While generative AI models respond to prompts, agentic AI acts proactively, making their own decisions about how to achieve goals such as boosting efficiency or enhancing customer engagement. This transition does not mean one AI model is replacing the other. As Chad Hamblin, director of global financial services at Microsoft, puts it, “generative and agentic AI are not competitive; they’re complementary. Agentic AI is an evolution of generative AI but they are very intertwined. The benefits of generative AI are still valid today; what we’re discussing now is the natural progression into agentbased capabilities. The fundamental difference is that agentic AI works in a much more proactive manner.” With agentic systems, banks can deploy a set of specialised digital workers that tackle repetitive and high-volume tasks humans neither enjoy nor have time for. These agents operate 24/7, orchestrating multi-step processes, monitoring risk, triaging customer needs and ensuring information flows Microsoft’s Chad Hamblin explains how agentic AI and human expertise can work in harmony to empower bankers and deliver more meaningful customer experiences BY ALICE CHAMBERS FEATURE for the services tempo Setting the next era of
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