Financial services organisations have doubled their deployment of generative AI for customer service applications over the past year, with adoption rising from 25% to 60% according to NVIDIA's State of AI in Financial Services report. More than 90% of survey respondents reported positive revenue impact from AI implementations across their organisations.
Customer experience and engagement represents the top use case for generative AI among financial services firms, with businesses using AI achieving 26% improvement in customer experiences. AI agents automate repetitive tasks including dispute resolution and know-your-customer updates while providing 24/7 availability through chatbots that scale support operations and reduce operational costs.
Cybersecurity applications experienced the highest growth among 20 identified use cases, with over one-third of respondents now assessing or investing in AI for fraud detection and prevention. AI agents monitor transaction patterns in real-time, learn from new fraud types, and take immediate action by alerting compliance teams or freezing suspicious accounts without human intervention.
BlackRock has enhanced its Aladdin investment management platform with Aladdin Copilot using a federated development model that enables different teams to create AI agents independently while building on common infrastructure. The approach includes standardised communication systems and plug-in registries for developers and data scientists to deploy specialised agents for institutional investors.
Capital One's Chat Concierge provides multi-agent conversational AI assistance for automotive purchasing, offering 24/7 access to agents that compare vehicles, schedule test drives, and coordinate appointments with sales teams. RBC's Aiden platform uses internal agents to automatically analyse SEC filings for companies covered by RBC Capital Markets through orchestration agents working with specialised filing, earnings, and news agents.
Digital banking platform bunq operates generative AI assistant Finn, which handles over 90% of user support tickets through an in-app chatbot that provides financial guidance, spending insights, and application tips while continuously improving responses based on user feedback.
AI agent deployment addresses document processing automation, regulatory compliance management, and intelligent document processing for capital markets analysis. Organisations achieve cost reductions through automated audit trail maintenance and accelerated processing of unstructured data from news articles, blogs, and regulatory filings.
The widespread adoption of agentic AI in financial services demonstrates the technology's maturation for autonomous decision-making in regulated environments. NVIDIA's platform approach combining NIM microservices, NeMo Retriever, and NeMo Guardrails positions the company as infrastructure provider for enterprise AI agent development while supporting compliance and security requirements critical to financial institutions.