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AI use cases

AI use cases in banking and finance

33 AI agents that banking and finance companies run today, grouped by the team they work for. For each one: the process, what the AI does, where people step in and the result the company reported.

Customer service

In production · reported 2026

75% deflection rate

Loan proposal status inquiries on messaging

Brazilian bank for retirees and pensioners

What the AI does
Verifies identity, gives instant loan proposal updates in Portuguese, sends approval notifications and presents relevant upsell offers.
Where people step in
Compliance or fraud risks trigger automatic escalation to a rep; handoffs and routing accuracy are monitored.
Systems
WhatsApp · CRM · BI

In production · reported 2025

91,400 chats resolved

Crypto product FAQ chat

Global digital assets wealth platform

What the AI does
Answers crypto FAQs in the app and on the web using knowledge articles plus live data such as LTV ratio tables.
Where people step in
Guardrails keep answers compliant; complex inquiries go to the human care team.
Systems
CRM · Knowledge base · Web chat

In production

81% resolution

Fintech app customer support

US fintech rewards app

What the AI does
Answers user questions instantly and routes those needing a human to the single CX person.
Where people step in
Anything needing a human reaches the CX lead faster.
Systems
Helpdesk

In production

~80% automation

Trader support for settlement questions

US regulated prediction market exchange

What the AI does
Looks up the user's account, checks whether a market is open, pending settlement or settled, and answers personal fund questions.
Where people step in
Set topics escalate on sight; the AI gives no financial advice.
Systems
Helpdesk · Account data

In production

85% interaction success rate

Retirement plan participant support

Global investment management firm

What the AI does
Answers loan status and eligibility questions, gives real-time balances and processes withdrawal requests end to end.
Where people step in
Live agents focus on complex participant needs.
Systems
Account system

Sales

In production

82% resolution rate

Member service chat and auto-loan follow-up

US member-owned credit union

What the AI does
Answers member questions, captures product interest as leads, follows up with auto-loan prospects after hours and books loan officer meetings.
Where people step in
Escalated chats go to people with generated summaries; rollout grew from 5% to >50% of chats.
Systems
CRM · Web chat · Calendar

In production · reported 2026

+20% meetings for active users

Sales prospect research and meeting prep

US financial intelligence company

What the AI does
Surfaces prospect signals, drafts outreach, writes meeting briefs, gives real-time prompts during meetings and records outcomes.
Where people step in
Sellers review, adjust and send all outreach and approve record updates.
Systems
CRM · Data warehouse · Slack/Teams · Email

In production

10x faster eligibility checks

Point-of-sale credit life insurance underwriting

EMEA bancassurance credit life insurer

What the AI does
Combines customer, loan and policy data for advisors, runs eligibility checks and premium calculations, scores risk, validates compliance and generates policy correspondence.
Where people step in
Underwriters handle exceptions only.
Systems
Legacy policy systems

In production · reported 2025

96% routing accuracy

Hotline call routing to experts

German insurance and pension provider

What the AI does
Understands callers' concerns by phone and routes them to the right expert.
Where people step in
Experts take the routed calls.
Systems
Phone

In production

75% reduction in after-call work

Agent assist and call note summarization

US digital personal finance company

What the AI does
Guides human agents in real time during calls and summarizes call notes automatically after each call.
Where people step in
Human agents handle all calls; the AI assists.

Operations

In production · reported 2026

Up to -67% classification time

Loan file document classification and income calculation

Family-owned US mortgage provider

What the AI does
Classifies loan documents into the right folders before setup review and calculates income on every file.
Where people step in
The setup team reviews only a few unclassified documents per file.
Systems
Loan origination system

In production

98% metadata extraction accuracy

Paper records digitization and metadata extraction

Global corporate and investment bank

What the AI does
Reads scanned PDFs with OCR, extracts metadata, classifies document types and links each record to its physical box for retention and deletion searches.
Where people step in
A human review workflow checks output and improves accuracy over time.
Systems
Data lake · Data platform

In production · reported 2025

-25% client turn times

Mortgage document data extraction

Major US mortgage lender

What the AI does
Extracts key data from unstructured mortgage documents to speed up loan officer and underwriter review.
Where people step in
Loan officers and underwriters still make the decisions.

In production · reported 2025

-29% underwriter time per loan file

Mortgage document indexing before underwriting

Large privately held US mortgage banker

What the AI does
Indexes, renames and files loan documents in the loan origination system so underwriters can start review right away.
Where people step in
Underwriters review files without the administrative prep.
Systems
Loan origination system

In production · reported 2026

$663k saved in a year

Member call self-service and routing

US credit union, $6.6B assets

What the AI does
Assists every caller, resolves routine requests and routes calls directly to specialty groups such as collections and new member onboarding.
Where people step in
Calls go to contact center or specialty teams when needed.
Systems
Phone · Digital channels · Knowledge base

Finance

In production

70% faster reporting cycles

Portfolio company report extraction

EMEA investment firm

What the AI does
Extracts and normalizes data from inconsistent portfolio company spreadsheets with suggestions, confidence scores and traceability, and feeds it to BI dashboards.
Where people step in
Users edit suggestions and use confidence scores to fine-tune the output.
Systems
BI · Spreadsheets

In production · reported 2026

1,000+ invoices/month with 2 people

AP invoice capture and approvals

Multi-location US financial services company

What the AI does
Captures invoice details, identifies vendors and flags potential issues before invoices move through approval workflows into the ERP.
Where people step in
A two-person AP team reviews captured invoices and handles validation and exceptions.
Systems
ERP · Corporate cards · Expense management

In production

Playbook adherence 4x in three weeks

Collections negotiation playbook adherence

Fortune 500 US consumer bank

What the AI does
Guides collectors through the ideal negotiation flow with checklists and hints and measures adherence in real time.
Where people step in
Human collectors run the negotiations.
Systems
Knowledge base

In production · reported 2024

70% automation rate

AP invoice processing and supplier matching

Dutch global payments company

What the AI does
Captures invoices end to end and matches them to suppliers in the ERP and procurement system.
Where people step in
Users create new suppliers when no match is found; about 30% of invoices are not automated.
Systems
ERP · Procurement system

In production · reported 2025

5 days → 3 minutes

Back-office and middle-office process automation

Large multinational bank

What the AI does
Automates core back-office processes and learns edge cases from the users who supervise it.
Where people step in
Users supervise the agents and handle edge cases instead of running the workflow.

Procurement

In production

90% of requests filtered automatically

Third-party vendor compliance screening for DORA

Global investment manager

What the AI does
Reads contracts, invoices and documents for every vendor request and classifies each vendor as in scope, out of scope or needing more information.
Where people step in
A category manager verifies requests first and a person checks results at the end.
Systems
Procurement system

IT

In production

Approvals in under 5 minutes

IT access approvals and employee questions

US mortgage lender

What the AI does
Answers employee IT questions and routes software access, account unlock and distribution-list approvals to managers in the chat tool.
Where people step in
Managers approve or deny access requests; unresolved issues go to the L1 IT team.
Systems
Slack/Teams

In production · reported 2026

75% of routine IT requests resolved autonomously

Employee IT service requests

US federal credit union

What the AI does
Resolves routine IT service requests for 2,300 employees on its own.
Where people step in
The same data-sharing, privacy and access policies apply as for human users.
Systems
IT service management · Data platform

In production

10,000+ developer hours saved

Customer data onboarding for a data product

US exchange and market data company

What the AI does
Connects non-standardized customer data across different data platforms and runs quality control checks during onboarding.
Where people step in
Strict quality control measures stay in place.

Marketing

In production · reported 2026

+5% donations raised

Conversational fundraiser creation

US crowdfunding platform

What the AI does
Interviews organizers about their situation and helps build the fundraiser story, title, goal and images using knowledge from millions of past fundraisers.
Where people step in
A legal, marketing and policy committee defines what the agent can do; rollout is staged.

Claims

In production

300k+ calls/month automated

Loan confirmation, collection calls and call QA

US non-prime auto lender

What the AI does
Runs confirmation and collection calls, checks every call against state and federal law, and negotiates total-loss claims at fair value.
Where people step in
Human agents handle the remaining calls; the lender benchmarked AI agents against human-agent standards.
Systems
Loan management system · Phone

In production

$12M+ annual savings

Loan servicing calls and compliance QA

US auto lender

What the AI does
Handles servicing and collections calls and updates systems, monitors compliance across calls and automates total-loss recovery, including negotiation with insurers.
Systems
Core servicing system · Phone

Underwriting & risk

In production · reported 2026

-90% bank statement review time

Bank statement analysis for lease underwriting

US equipment leasing and finance company

What the AI does
Classifies and analyzes uploaded bank statements, produces structured cash-flow insights and flags potential fraud inside the lease system.
Where people step in
Underwriters review the AI-produced analysis.
Systems
Lease operating system

In production · reported 2026

Nearly $2M in fraudulent loans stopped

Loan document fraud detection

US wholesale mortgage lender

What the AI does
Checks every loan submission and resubmission automatically, flagging documents and scoring authenticity before underwriters open the file.
Where people step in
Underwriters review flagged documents and authenticity scores.
Systems
Loan origination system

In production

-75% deal evaluation time

Credit deal evaluation and memo review

Top UAE bank

What the AI does
Parses credit memos, validates key data points, summarizes and scores deals against criteria and surfaces insights to credit officers.
Where people step in
Credit officers make the decisions, with approval workflows and audit trails.
Systems
Approval workflow

In production

93% cost reduction for loan origination

Loan application income and fraud checks

Publicly traded US auto lender

What the AI does
Ingests dealer loan applications, extracts income data from W2s, 1099s, IDs, address proofs and bank statements, checks consistency and flags fraud or compliance issues.
Where people step in
The system learns from analyst decisions.
Systems
Application intake API · Job aids

In production · reported 2025

-25% client turn times

Mortgage document data extraction

Major US mortgage lender

What the AI does
Extracts key data from unstructured mortgage documents to speed up loan officer and underwriter review.
Where people step in
Loan officers and underwriters still make the decisions.

Anonymised summaries of public case studies published from 2023 to 2026. Company and vendor names are withheld. Figures are as the companies reported them; they are not Retexa results.

Questions

AI in banking and finance

What are the most common AI use cases in banking and finance?

In the 33 public cases we collected, AI agents in banking and finance work mostly in customer service, sales and operations. Examples: loan proposal status inquiries on messaging; crypto product faq chat; fintech app customer support.

Where do people stay in the loop?

Each card says where people step in. In this industry, for example: compliance or fraud risks trigger automatic escalation to a rep; handoffs and routing accuracy are monitored; guardrails keep answers compliant; complex inquiries go to the human care team.

Are these Retexa results?

No. These are anonymised summaries of public case studies from 2023 to 2026, with company and vendor names withheld. Figures are as the companies reported them. Retexa builds the same kind of agents on top of the systems you already run.

Other industries

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See every industry and team on one map

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