AI adoption is widespread. Production scale is lagging.
Rising cost-to-serve, compliance demands and customer expectations are putting pressure on BFSI contact centers. Few organizations have connected AI across the systems, workflows and controls required for reliable live service.
41%
remain in isolated AI pilots, with nothing in full production.
4%
operate a fully agentic, integrated AI service model
43%
cite legacy system integration complexity as the main scaling barrier
62%
rank real-time integration with core banking, CRM or policy systems as the top agentic AI capability
What does it take to move from pilot to production?
Download the report to:
- Benchmark AI maturity across banking, insurance and financial services.
- See which customer service use cases BFSI organizations plan to automate next, and where experts recommend starting.
- Learn the five principles of production-ready AI: accuracy, integration, governance, auditability, and performance measurement.
- Find your next step based on where you stand today, and where AI can create value beyond cost savings.
Featuring insights from:
- Sarah Topping, Principal Lead, Agentic CX, Ciklum
- Henry Vaage Iversen, CCO & Co-Founder, boost.ai
Expert Perspective
“Real-time integration is the difference between an AI that can answer a question and an AI that can resolve a question.”
Sarah Topping, Ciklum