Recent update from BCG on Retail Banks and AI Agent usage:
How Retail Banks Can Put AI Agents to Work
Banks that intend to lead in the AI-native era will need to rethink their organizations across four dimensions:
- Redesign core customer journeys. Customer journeys must be redesigned so AI agentenabled systems can speed up end-to-end workflows while staying within policy constraints and clear accountability boundaries.
- Implement proper governance mechanisms. New governance and risk practices must be put in place to support AI‑assisted workflows with human oversight, auditability, and alignment to established control functions, including compliance, information security, privacy, and MRM.
- Build flexible operating models. New operating models must be designed for continuously evaluating, testing, and iterating AI agents as usage and data evolve.
- Create cross-functional teams. Set up an AI CoE that brings together experts on technology, product, operations, risk, and compliance to design and deliver AI agents safely at scale.
- Todor
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Todor Kostov
Director
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