{"id":10063,"date":"2025-08-25T11:50:43","date_gmt":"2025-08-25T03:50:43","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10063"},"modified":"2025-08-25T11:51:08","modified_gmt":"2025-08-25T03:51:08","slug":"agentic-ai-idc-infobrief-financial-services","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/agentic-ai-idc-infobrief-financial-services\/","title":{"rendered":"How Agentic AI Is Reshaping Customer Experience for Asian Banks"},"content":{"rendered":"\n

With the potential to transform customer experience, streamline operations and enable next-generation decision-making, a new IDC InfoBrief report, Agentic AI: Driving a New Wave of Banking Transformation<\/em><\/a>, explores how banks across Asia are accelerating investments in both agentic and generative AI<\/a>.<\/p>\n\n\n\n

Results showed that banks are choosing to embrace generative AI (GenAI) to improve efficiency in areas like fraud detection, process automation and decision support. GenAI is also helping banks reduce time spent on critical tasks, tackle complex problems and deliver segmented, hyper-personalised experiences for their customers. <\/p>\n\n\n\n

Read on to find out more about key trends from the report, which Salesforce and Capgemini commissioned, and what they mean for banks in Asia.<\/p>\n\n\n\n

Growing momentum in generative AI for Asian banks<\/strong><\/h2>\n\n\n\n

To see where the adoption of agentic AI<\/a> is heading, we only need to look at the difference GenAI is making within the sector since it emerged as a financial services tool.<\/p>\n\n\n\n

According to the IDC InfoBrief report<\/a>, which looked at key markets in Asia including Singapore, Indonesia, Thailand, the Philippines, Malaysia, Vietnam and Pakistan, 22% of Asian banks have invested significantly in GenAI, with plans to launch new applications or services in the next 12 months.\u00a0<\/p>\n\n\n\n

Additionally, 27% of Asian banks have introduced several GenAI-enhanced apps or services into production, while 50% report they’re committed to embedding GenAI services into their organisations.<\/p>\n\n\n\n

This surge in activity marks a pivotal moment. Banks are beginning to view GenAI not just as an emerging trend, but as a foundational capability.<\/p>\n\n\n\n

In fact, 80% of banks consider agentic AI<\/a> a new enterprise application. Reflecting this shift, in 2025, investment in GenAI among banks is significantly increasing as well.<\/p>\n\n\n\n

This year, 76% of banks plan to spend between US$1 million to $1.9 million on GenAI, while 7% report they’re planning to spend between US$10 million to $49.9 million on the technology.<\/p>\n\n\n\n

This financial commitment shows just how important GenAI is viewed among banks as part of their digital strategy and processes across the region.<\/p>\n\n\n\n

Key benefits driving agentic AI investment<\/strong><\/h2>\n\n\n\n

Agentic AI offers clear, tangible benefits for banks in Asia that are driving its adoption.<\/p>\n\n\n\n

A standout finding from the report<\/a> is that 90% of banks believe agentic AI<\/a> solutions will help them consolidate enterprise applications. For organisations managing complex legacy systems, consolidating their technology and applications can help improve business efficiencies and agility.<\/p>\n\n\n\n

Across the region, banks are also seeing a range of other benefits from adopting agentic AI<\/a>:   <\/p>\n\n\n\n