AI Agents Revolutionizing Finance Trends and Opportunities

Artificial Intelligence (AI) has evolved rapidly, from basic automation to Generative AI, and now to AI Agents—software that independently collects data, makes business decisions, and performs tasks without human intervention. These agents are poised to revolutionize the financial sector by enhancing customer service, reducing operational costs, and enabling more strategic human roles.

Current Adoption and Growth Trends

• Global Perspective: A Capgemini survey of 1,500 tech executives found that 32% see AI Agents as the top trend for 2025.
• Brazilian Market: Salesforce reports 46% of cybersecurity teams already use AI Agents for threat detection, with adoption expected to reach 75% by 2027.

Challenges and Governance

While promising, AI Agent adoption requires robust data governance, especially under Brazil's LGPD (General Data Protection Law). Key measures include:

• Anonymizing datasets
• Ensuring clear legal bases for data use
• Implementing continuous auditing and traceability

Success Stories in Brazil

Public Sector: Banco do Brasil

• Uses AI to suggest personalized financial products, with a 90% customer acceptance rate.
• Employs virtual assistants on WhatsApp and Messenger for secure transactions.

Private Sector: Bradesco and BMG

• Bradesco's BIA: Serves 3M customers with a 90% resolution rate. AI is now integrated across customer service, finance, and CRM.
• BMG's WhatsApp Solution: AI-driven debt renegotiation led to a 40% increase in closed agreements and 79% conversion rate.

Future Outlook

AI Agents will become more autonomous, integrating with legacy systems and core banking platforms. Generative AI will further accelerate data analysis and reporting. However, ethical use and transparency must remain priorities.

Thiago Saldanha, CTO of Evertec + Sinqia.

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Read also: Bradesco executives on AI innovation.