BoB wants AI to do more, but how much autonomy is too much?
A banking chatbot can give a customer the wrong answer. An autonomous banking agent could do something with that answer.
The distinction is becoming harder for financial institutions to ignore as AI moves beyond conversational interfaces towards systems capable of initiating transactions, interpreting instructions and carrying out routine tasks. The promise is a banking experience with fewer steps and less friction. The complication is that every additional degree of autonomy introduces another question about authority, accountability and the limits of automation.
For banks, this is not simply a technology problem, it strikes at the foundations of an institution whose business depends on controlling the movement of money, establishing the legitimacy of instructions and maintaining a clear chain of responsibility.
The challenge is particularly relevant to agentic AI, which moves beyond generating responses or recommendations to initiating actions. In an exclusive interaction with Express Computer, Sanjay Mudaliar, Executive Director, Bank of...
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