93 FINANCIAL SERVICES show how technology can streamline these processes. By combining third-party software, interoperability and managed services, Marble simplifies corporate loan servicing, enhances operational efficiency and enables institutions to respond quickly to market changes. A good example is dynamic repricing. “What if you could have an AI agent dynamically reprice lending offers based on changes in the market?” asks Hamblin. “Instead of relying solely on rigid, rule-based processes, an AI agent could adjust offers in real time, presenting bankers with optimised recommendations for review.” Another major use case is guiding customers through loan applications. Borrowers often struggle to understand the required documentation, the underwriting process and the steps involved, whether they are applying for a mortgage or a car loan. “It’s a labour-intensive process with a lot of back and forth,” says Hamblin. “The banker doesn’t disappear; they act as the maestro, orchestrating and guiding AI agents throughout the process so the customer experiences a guided journey while the banker intervenes at key moments.” A team of AI agents can intake documents, verify income and identity, communicate with underwriting teams, check with legal and compliance and assemble materials for review, all while keeping the customer informed in real time. This reduces the uncertainty and frustration associated with loan applications, particularly for those who are unfamiliar with financial terminology. Importantly, agentic AI does not replace human decision-making. “You always want the banker to make the final decision,” emphasises Hamblin. “There’s a difference between decision-making and guiding customers through a process.” Agents handle the orchestration, while bankers apply their expertise, knowledge and judgment. Agentic AI can address deep-rooted operational challenges across the bank. Many institutions struggle with processes that span multiple systems, such as legacy platforms, disparate databases and customer service tools, which do not seamlessly communicate with each other. AI agents can be that connective tissue. For example, AI agents can detect back-office issues, identify mismatched data, flag stalled workflows and recommend Scotiabank’s Matt Loos and EY’s Diana Halder (middle) presenting at Sibos 2025 with Microsoft’s Kathleen Woodward and Santhana Sankaramurthy
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