Research

When AI Agents
Become the Customer

New research from OvationCXM shows how quickly finance teams are adopting automation and agentic AI and their expectations for secure, governed agent-to-bank workflows.

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522 finance leaders say they want to use AI agents in banking. Read the research

Banks can own the agentic channel - or lose it to someone else.

Commercial customers already use automation. Next up are AI agents. Banks must have capabillty to receive and govern agentic workflows. The ones that can't face a blind spot: activity on their rails they can't see, control or explain. And lost relationships and revenue.

71%

Relationship factor

consider a bank’s agentic capabilities when choosing or growing a banking relationship.

69%

Willingness to pay

of finance leaders would pay for bank-supported connectivity that enables agentic banking.

58%

Comfort with agentic AI

of finance leaders are comfortable using agentic AI for banking tasks today.

Key findings. Here's what the data reveals.

We surveyed 522 finance leaders across the U.S. and asked them about their current deployment of automated workflows and their near-term plans to deploy agentic AI within banking workflows. This report provides a roadmap to banks on the opportunity and risks from this agent-initiated banking channel.
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Download the full report

Willingness to pay for agentic capability jumps in certain roles and company sizes.

Demand for agentic AI varies by revenue and role. See complete breakdowns.

Comfort with agentic banking is higher in those teams already using AI tools.

The data predicts demand for agentic AI capability will follow AI adoption. Find out where it's strongest.

Leaders require specific controls to be comfortable with agentic workflows.

Certain features make customers more comfortable using AI agents for banking. Full list inside the report.

The next wave of agentic workflows will come through the bank.

Within 24 months, finance leaders plan to expand agentic AI to specific bank tasks. Find out which ones.

Wait! There's more data in the full agentic AI report.

Don't get left behind.
Get the specifics on how finance leaders plan to use AI agents for banking tasks so you can be prepared.

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Research Methodology

Fieldwork: The survey was administered by Centiment, an independent research panel provider, in April 2026. Respondents completed an online questionnaire.
Sample: 522 completed responses from finance professionals at U.S. companies. Question-level bases vary; conditional questions (such as Q10 on 24-month adoption plans, which was asked only of those not yet using agentic AI) have smaller bases, noted where relevant.
Defining "finance leaders": Throughout this report, "finance leaders" refers to respondents across the finance function: Finance/Accounting Manager or Director: 67%, Head of Finance or VP Finance: 10%, Controller: 10% , Other finance role: 6%, Chief Financial Officer: 5%, Treasurer: 2%

When AI Agents Become the Customer

Download the Agentic Banking Research Report