Artificial intelligence is rapidly transforming the financial sector from a back-office support tool into a front-line participant in customer service. AI agents analyze data in real time, respond contextually, and independently handle simple requests, allowing employees to focus on more complex tasks. This leads to faster credit decisions, better product recommendations and smoother onboarding, while institutions benefit from lower costs, improved data quality and consistent service standards. According to Capgemini Research Institute, AI agents could generate up to USD 450 billion in value for the financial industry by 2028. Although Poland is moving more slowly than Western markets, local banks increasingly treat AI as real operational support.

Despite rising interest, large-scale implementation remains limited: 80% of institutions test AI agents, but only 10% deploy them broadly, mainly due to integration and regulatory challenges. Demand is growing for specialists to supervise AI decisions, proving that automation reshapes rather than removes human roles. AI is already crucial in fraud detection, operating at speeds and accuracy unattainable for humans. Cloud technologies further accelerate innovation, enabling scalability and secure data integration. The future lies in collaborative human-AI models, where technology handles routine tasks and people ensure oversight, ethics and customer trust.

(WBJ)