2026 State of AI in BFSI Contact Centers: From Pilot to Agentic CX
New research from 200 BFSI decision-makers reveals why AI pilots are stalling - and what it takes to reach production scale.
AI adoption in BFSI is underway. Production-scale deployment is another story. Commissioned by boost.ai and Ciklum, and conducted independently by Coleman Parkes, this report is based on a survey of 200 senior decision-makers across banking, financial services and insurance in the UK, Nordics and DACH. It maps the gap between where organisations are today on AI and where they need to be — and what's standing in the way.
What you'll learn:
- Why 41% of BFSI organisations are running AI pilots with nothing in full production
- The barriers blocking the move from pilot to production - from legacy integration to regulatory uncertainty
- Which use cases are being prioritised and why
- What separates the 4% who've achieved a fully agentic service model from the rest
- How leading BFSI organisations are shifting AI from cost containment to a source of real customer value