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Capgemini: Multi-agent AI moves into banking and insurance, but orchestration remains limited

New research shows banks are struggling to scale advanced AI, meaning smoother consumer financing tools are on the horizon but still in the testing phase.

Banks and lenders are racing to adopt 'multi-agent AI,' but most are struggling to move past the testing phase. For retailers and service providers, this means the next generation of financing tools—like instant credit approvals and automated customer support—is coming, but it isn't fully ready for prime time. Currently, only about 10% of financial institutions have successfully scaled these advanced AI systems across their entire business. What does this mean for your storefront or practice? In the near future, the lenders you partner with will likely offer much more seamless financing flows. Multi-agent AI allows different software bots to talk to each other to solve complex tasks. For example, one agent could verify a customer’s identity while another assesses their creditworthiness and a third handles the legal disclosures. This would eliminate the friction that often causes customers to abandon a purchase at the point of sale. However, the report highlights that 'orchestration' is the current bottleneck. Lenders are still figuring out how to make these AI agents work together without making errors. While the potential for faster, more accurate consumer financing is high, retailers should expect a gradual rollout rather than an overnight revolution. Keep an eye on your lending partners’ tech roadmaps, as those who master this first will likely offer the highest conversion rates for your customers.

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