Transforming Finance: The Rise of Agentic AI
Sandego.net – Imagine a scenario where an AI assistant handles your daily financial tasks without needing constant human input. This vision is becoming a reality as the finance sector embraces agentic AI—software capable of executing complex decisions independently. At a recent conference, industry leaders highlighted how this technology is reshaping the landscape of payments and customer service, signaling a broader shift in how financial services operate.
Europe’s First Agentic Payment Trial
During the Money 20/20 Europe event in Amsterdam, Mastercard, ING, and Worldline unveiled a groundbreaking milestone: Europe’s first live, end-to-end agentic payment. The demonstration showcased an AI assistant guiding a user through a purchase process, from searching for concert tickets within a specified budget and date to finalizing the payment with human oversight. This achievement underscores the growing potential of agentic AI to streamline transactions and reduce reliance on manual processes.
Traditionally, the fintech industry and established banks have been competitors, but recent collaborations suggest a new era of integration. Scarlett Sieber, chief strategy and growth officer at the conference, emphasized that while AI was once a fleeting buzzword, its implementation now spans across major financial institutions. “Real adoption has moved beyond startups and is happening across the board,” she stated, reflecting the industry’s commitment to leveraging AI for operational efficiency.
Agentic AI’s Expanding Role
According to a 2026 University of Cambridge report, the use of AI agents in finance is projected to surge from 24% to 81% by 2030. The study, which surveyed over 600 firms and regulators globally, noted that this rapid adoption is driven by the ability of agentic AI to automate decision-making and improve productivity. However, it also warned that the pace of innovation often outstrips the regulatory frameworks and technical infrastructure needed to monitor its impact.
One of the most notable examples of agentic AI in action is eToro’s upgraded investment platform. The Israeli fintech giant has introduced an AI assistant that can execute trades on behalf of users, based on predefined parameters. A standout feature is the POTU$ app, which analyzes Donald Trump’s social media activity and breaking news to identify market-moving events. When the U.S. president tweets or posts updates, the app can trigger trades in seconds, demonstrating how AI can act as a real-time financial strategist.
Yoni Assia, eToro’s CEO, shared insights on the technology’s growth. “AI use has expanded roughly tenfold in six months, and 95% of our new code is now AI-generated,” he explained. Despite this progress, Assia stressed that AI remains dependent on human guidance. “It’s useless without humans steering it,” he said, highlighting the importance of maintaining oversight in automated systems.
Efficiency and Workforce Shifts
Swedish fintech company Klarna, known for its “buy now, pay later” services, has also integrated agentic AI into its operations. Last year, the firm launched a shopping search app within ChatGPT, allowing users to explore products and make purchases through AI-driven recommendations. In 2024, Klarna partnered with OpenAI to develop an AI assistant that now manages customer service tasks, replacing the work of 700 full-time human agents.
“AI allows us to do more with less,” said Klarna CEO Sebastian Siemiatkowski, speaking at the conference. The company’s workforce has shrunk from 6,000 to fewer than 3,000 in recent years, while revenue per employee has increased. Yet, Siemiatkowski acknowledged the trade-offs. “Cost-cutting has led to lower quality in some areas,” he admitted, adding that Klarna has begun rehiring human agents to bolster support. He conceded that AI could lead to job displacement, particularly in customer-facing roles like sales or legal services, though he declined to specify the percentage of jobs affected.
Human Oversight as a Priority
For traditional financial institutions, the adoption of agentic AI is part of a larger digital transformation. Marguerite Bérard, CEO of ABN AMRO—the third-largest Dutch bank—shared that the company has reduced its physical branches from 500 in 2010 to just 26 today. “Eighty-five percent of our colleagues in the bank, including myself, use AI in our daily work,” she said. The bank’s AI bot “Ana” facilitates millions of customer interactions, while “Lenny” streamlines credit applications, showcasing how automation is becoming a cornerstone of modern banking.
Meanwhile, the broader industry faces challenges as agentic AI proliferates. Research firm Gartner predicted that over 40% of AI projects would be abandoned by 2027 due to rising costs, unclear business value, or insufficient risk management. A recent collaboration between Accenture and Wharton Business School further highlighted concerns, noting that leaders must balance delegation of decisions with retaining human judgment. “Governance, accountability, and trust must be embedded in these systems,” the report stated, emphasizing the need for structured oversight.
Implications for the Future
As agentic AI becomes more entrenched in finance, its influence is expected to extend beyond payments and customer service. The technology’s ability to process data, predict trends, and execute actions autonomously could revolutionize investment strategies, risk assessment, and even financial planning. However, its widespread use also raises questions about the future of employment and the role of human expertise in an increasingly automated world.
Despite these challenges, the momentum behind agentic AI shows no signs of slowing. Companies like Mastercard and ING are leading the charge, demonstrating how AI can enhance customer experiences while reducing operational costs. As the industry continues to evolve, the key will be to strike a balance between innovation and reliability, ensuring that AI’s capabilities are harnessed responsibly. For now, the finance sector stands at the forefront of this technological revolution, setting a precedent for other industries to follow.
Conclusion: A New Era of Financial Innovation
The integration of agentic AI into financial systems marks a pivotal moment in the sector’s history. From autonomous payment processes to AI-driven investment tools, the technology is redefining how services are delivered and consumed. While concerns about job displacement and regulatory gaps persist, the industry’s response has been one of proactive adaptation. As companies like eToro, Klarna, and ABN AMRO demonstrate, agentic AI is not just a tool for efficiency—it is a catalyst for reimagining the future of finance.
With the University of Cambridge report forecasting an 81% AI agent adoption rate by 2030, the financial world is on the brink of a transformative shift. This evolution promises to streamline processes, enhance decision-making, and open new avenues for innovation. Yet, it also requires careful navigation to address potential risks. As Scarlett Sieber noted, the journey from buzzword to mainstream adoption is no longer hypothetical—it is unfolding in real time, reshaping the industry as we know it.
