Organizations must effectively adapt to emerging technologies, such as agentic AI, to ensure their survival, according to Murli Buluswar, who leads US personal banking analytics at Citi. Buluswar emphasizes that a company’s success hinges on its ability to incorporate new technological capabilities and reshape its operational framework. He notes that both employees and the organization as a whole need to acknowledge the significant changes in their work processes.
In the banking sector, agentic AI is being swiftly integrated, with a 2025 survey conducted by MIT Technology Review Insights indicating that 70% of banking executives report some level of adoption. This adoption occurs either through existing deployments (16%) or pilot initiatives (52%). The technology is demonstrating its effectiveness across various functions. Over half of the executives surveyed believe that agentic AI significantly enhances fraud detection capabilities (56%) and security (51%). Additionally, executives report that agentic AI contributes to cost reduction and increased efficiency (41%) as well as improvements in customer experience (41%).
This data reveals that agentic AI is becoming a critical tool for banks navigating a competitive landscape where technological advancement is essential for maintaining a viable business model. As organizations continue to evolve, the implications of adopting such technologies will likely play a vital role in shaping the future of banking operations.
Source: https://www.technologyreview.com/2025/09/04/1123023/imagining-the-future-of-banking-with-agentic-ai/