AI agents have been quietly powering customer interactions – and many other business processes – for years. Scripted chatbots and IVR systems, for example, that follow a rules-based path. Agentic AI, however, is a total step-change in capability, enabling systems to make decisions autonomously and orchestrate multiple processes – essentially acting without human oversight. While financial services and other regulated industries are typically cautious, early use cases are emerging that point to opportunities for cost-saving and increased efficiency with AI agents.

In this session, Philip O’Shaughnessey, Head of Architecture and Anjali Jain, Data Architect at Metro Bank will explore how agentic AI is maturing and will look at what happens when it moves from pilot projects to real-world deployments. We will look at practical examples from hyperpersonalization and take an honest look at what is realistic over the next 2-3 years. We will explore how agentic AI can transform customer touchpoints, providing truly personalized experiences that can predict needs and streamline complex journeys while staying within human-designed guardrails.

Attendees will learn:

• Practical, enterprise-grade use cases that go beyond traditional chatbots, from compliance automation to hypersonalized customer journey orchestration.
• Balancing innovation with regulation and ethics when designing agentic AI that colleagues and customers will trust.
• How agentic AI will reshape operational roles and cost-to-serve models, creating competitive advantage for organisations ready to adapt.