122 users can understand why an action was recommended, change preferences, and know when an agent is supporting a service experience. Value is best measured through end-to-end outcomes: time to resolve, first-contact completion, quality, control effectiveness, customer effort and employee productivity. Those measures encourage the front office and back office to improve the same journey together.” “The value of AI in retail banking accumulates when the back office and customer experience are built on the same foundation,” says Baviere. “We advise banks to sequence adoption in stages. First, give every employee a copilot and automate back-office workflows, with agents acting as digital colleagues directed by humans. Next, transform those capabilities into customer-facing assistants that the bank fully controls and integrates into its mobile and online channels. Because the two stages share a layer of governed data and knowledge, an agent can pass a conversation to a contact centre colleague with all the context, so the customer never has to repeat themselves. In the longer term, value shifts to new models including fully agentic operations, agentic commerce, digital currency rails and an AI concierge for every customer relationship.” Microsoft provides the foundation for banks to follow that path with confidence: Copilot in the workflow, an open agent Photo: Commerzbank AG Commerzbank’s Ava banking assistant, developed with Microsoft agentic capabilities, provides a blueprint for safely adopting AI in a regulated environment FEATURE
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