If I’m in my bank’s app trying to sort out a payment I don’t recognise, I’d quite like to speak to a person. And I’d prefer to tell the story once. That’s what caught my eye about Bankwest’s AI-assisted chat. Microsoft says the member of staff who takes over gets the conversation and a summary, so they can pick up where the customer left off. Anyone who’s typed the same explanation three times will see the appeal.
I had a rather different reaction to the FCA’s findings from wholesale banks. In one case, inaccurate AI-generated code recommendations made it through human review and led to a loss of service. Somebody had the job of checking the output. I’d like to know what they had in front of them when they did it.
Which brings me to CrowdStrike’s agent kill switch and the UK’s plans for incidents where operators lose control of an agent. Here’s the drill I’d like to watch. An agent starts changing records it shouldn’t touch. Who spots it, who can stop it, and how do they work out which changes to undo?

When someone needs to step in
Bankwest keeps the handover in the chat
Bee handles routine queries such as password resets. Staff can also use AI to put mortgage jargon into plain English. The measure I’d be interested in is how reliably a customer in distress gets through to someone who can help.
The FCA finds gaps in wholesale banks’ AI controls
The regulator reports sensitive data leaks involving unapproved AI tools. Internal audit teams also found that some conditional approvals went untracked and that training and testing for kill switches were inadequate. In some cases, there was no documented list of who was authorised to use the switch.
US bank examiners start with the consequences
The OCC’s framework asks examiners to assess advanced AI through existing bank risks and scale their scrutiny to the importance, autonomy and complexity of each use. An agent with permission to initiate a payment gives an examiner a very concrete place to start.
The UK prepares to consult on loss of control
The proposals for regulated essential and digital services include notifying other organisations affected by an incident, preserving evidence of what the agent did and allowing government experts to review what happened. That gets quite practical when an agent has acted across systems run by several different companies.

What we’re asking agents to do
Snowflake wants agents to use the business’s own definitions
Ask sales and finance what they mean by revenue and you may get two perfectly defensible answers. Snowflake’s forthcoming Business Ontology is meant to give an agent the approved definition for the job. Its Cortex AI Gateway addresses which models and tools the agent can use along the way.
Salesforce gives Agentforce Coworker the run of the CRM, within limits
Salesforce is pitching Coworker as a system that can spot work that needs doing and act on it using account, case and pipeline data. The demo I’d like to see is what happens when the CRM says one thing and the account manager already knows something has changed.
OpenAI tests agents on jobs people actually want done
LifeVal is OpenAI’s own evaluation for tasks such as comparing schools or planning care for a relative. I like the choice of jobs. I’d also like to see how an agent fares when circumstances change halfway through, particularly if it’s already taken an action on somebody’s behalf.

Security and fraud
CrowdStrike expands Project QuiltWorks across Europe
Atos, BT and Orange Cyberdefense are among the new partners. The idea is to match faster discovery of vulnerabilities with the people who can help fix them. The number I’d want to see is the time from finding a serious weakness to verifying that it’s been fixed.
CrowdStrike lines up testing, monitoring and a kill switch for agents
Alongside its new Falcon Guardian controls, CrowdStrike plans to buy Dreadnode for security testing and Fiddler for tracking what agents do in production. Both deals are pending. One test worth watching is what happens to a tool call that’s already under way when somebody hits stop.
A tampered Claude Code extension turns up in Cursor’s marketplace
Microsoft’s analysis found that two tampered versions of the extension attempted to establish persistent remote access. For a security team, removing the extension is one job. Working out what it may already have left behind on a developer’s machine is another.
Europol helps target the machinery behind investment fraud
Authorities seized more than 100 servers in an operation supported by Europol and Eurojust that targeted a suspected supplier of fraudulent trading sites. By the time a payment reaches a bank, the advert, the bogus platform and the pressure from a call centre may already have done their work.
Switzerland adds liveness checks to online identification
FINMA’s revised rules took effect on 1 November. They allow Switzerland’s electronic ID to be used for onboarding and add a check designed to establish whether a live person is present during online identification. I’d like to hear how firms handle the genuine customers who fail that check.

The work of going quantum-safe
The FCA tells financial firms to start post-quantum migration now
The FCA points to the UK National Cyber Security Centre’s milestones of planning by 2028, high-priority migration by 2031 and full migration by 2035. It’s also trialling a self-assessment with firms. The first job is finding where cryptography is used, including in systems the firm relies on but its suppliers run.
Hong Kong gives banks a toolkit for getting started
The Hong Kong Monetary Authority and the Hong Kong University of Science and Technology have published tools for mapping assets and dependencies, setting priorities and getting suppliers involved. A certificate inventory starts to earn its keep when it tells the payments team which services depend on the certificate they’re about to replace.
If you’ve had to take over from an AI system at work, I’d like to hear how you found out it needed you. I’m particularly interested in the cases where a customer or someone on the frontline spotted the problem first. Those are the examples I’d like to bring into our Research Notes and practitioner conversations.
