Retail banking is entering a new stage driven by artificial intelligence. According to an analysis by Boston Consulting Group (BCG), the adoption of agentic AI, systems capable of analyzing information, making decisions and executing complex tasks autonomously under human supervision, will allow banks to radically transform their operations and improve their profitability in the coming years.
The report “How Retail Banks Can Put Agentic AI to Work” indicates that the strategic implementation of this technology could increase banks’ profitability by up to 30% and reduce operating costs between 30% and 40% by 2030.
This advance is explained by the ability of AI agents to automate complete processes that today depend on multiple manual tasks, such as document analysis, risk assessment or the consolidation of information between systems.
For Latin America, a region with high operating costs in banking, growing competition from fintech and rapid digitalization of financial services, this technology represents a key opportunity to accelerate the modernization of the sector.
From digitalization to banking with AI
Over the past few decades, banks have invested billions of dollars in digitizing channels such as mobile applications or online banking platforms. However, many critical processes still rely on manual work to reconcile information, analyze cases or prepare credit decisions.
AI agents make it possible to overcome this limitation by integrating analysis, reasoning and execution within a single workflow, automating entire processes without altering existing risk and compliance frameworks.
In the credit granting process, for example, AI agents can analyze identity, fraud and credit bureau data to generate structured risk summaries that speed up the bank’s final decision and significantly reduce approval times.
“In Central America and the Caribbean, where operational efficiency and financial inclusion remain key challenges, agentic AI opens up a unique opportunity to transform banking. It is not just about automating processes, but about redesigning the way banks make decisions, manage risk and support their clients. Institutions that advance now will be able to offer more agile, personalized and accessible services, while strengthening their competitiveness in an increasingly dynamic environment,” said Marcial González, Managing Director & Partner at Boston Consulting. Group.
Greater efficiency in the banking back office
Although many of the visible applications of artificial intelligence will be in interaction with customers, the greatest economic impact will occur in the internal processes of banks.
AI agents can interpret complex documents, analyze individual cases, detect inconsistencies and escalate exceptions automatically, maintaining auditable records and under human supervision. This reduces errors, improves regulatory compliance and frees up talent for tasks of greater strategic value.
Additionally, the technology will allow front and back office systems to be integrated into intelligent workflows that connect customer intent with risk, compliance and financial services execution processes.
A competitive advantage
According to BCG, the adoption of AI agents will require more than new technological tools. Financial institutions will need to redesign processes, strengthen their AI governance models, and develop interdisciplinary teams capable of operating these solutions at scale.
The banks that advance faster in this transformation will be able to improve their productivity, reduce decision times and offer more personalized financial experiences, generating competitive advantages that are difficult to replicate.
For Latin America, where there is still a significant opportunity to expand financial inclusion, agentic AI could become a key enabler to build more efficient, accessible and customer-centric banking.
