McKinsey Talks Operations The paradigm shift: how agentic AI is redefining banking operations
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Jan 23, 2026 David Deninzon and Abhilash Sridharan, experts in banking operations and AI transformation, discuss how agentic AI is revolutionizing the banking sector. They explore the challenges of legacy systems and the need for a comprehensive approach to implementation. The conversation highlights successful AI applications that improve efficiencies, the critical roles of CIOs and COOs, and strategies to engage the workforce in this transformation. Their insights shed light on how banks can harness AI to boost performance and navigate regulatory complexities.
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Agentic AI Targets Unstructured Service Work
- Agentic AI handles less-structured, personalized tasks that occur infrequently and can't be solved by deterministic workflows.
- This makes service-heavy banking operations a prime place for large-scale transformation.
Build A Full-Stack, Reusable AI Platform
- Do build AI as a full stack of capabilities combining Gen AI, agentic AI, traditional automation, and digital apps.
- Avoid siloed point solutions and prioritize reusable, cross-cutting AI capabilities to maximize ROI.
Massive Capacity Gains With Human+Agent Teams
- Successful agentic AI can create 40–70% of capacity in operations if done right and prioritized.
- Humans will manage many agents, amplifying individual productivity rather than replacing staff fully.