India, Nov. 12 -- Banks and insurers are ushering in a new era of automation, with artificial intelligence agents taking over key customer-facing processes. According to Capgemini Research Institute's World Cloud Report in Financial Services 2026, institutions are increasingly turning to AI agents for efficiency and speed, reshaping how customers interact with financial organizations.

Among banks, customer service (75%), fraud detection (64%), and loan processing (61%) are the top functions being automated. Insurers mirror this trend, using AI agents for underwriting (68%), claims processing (65%), and onboarding (59%). Collectively, these changes are redefining the traditional customer journey in finance.

The report shows that33% of ba...