Beth Schultz, VP of research and principal analyst at Metrigy, demonstrates how AI in financial services is being leveraged for customer experience and how text and voice agents are delivering transformational value.
Financial services firms face unique challenges when it comes to delivering a consistently exceptional customer experience (CX). Customers today expect prompt, personalized responses to their queries or, increasingly, proactive notifications about account status or other pertinent information, securely delivered. To them, issues such as data silos, system complexity, and regulatory compliance are of little concern.
Fortunately, artificial intelligence (AI) provides a means of elevating CX to meet customer expectations while at the same time preventing challenges from disrupting service deliverables. Financial services firms aren’t shying away from using it, as Metrigy has found in its AI for Business Success: 2025-26 global research study conducted earlier this year. In fact, the study reveals that the financial services sector leads other industries in adopting AI in general and is demonstrating measurable performance gains.
Not only have most financial services companies studied widely adopted the use of AI for customer and employee interactions, but 80.6% are also applying AI to their customer interaction channels. Only a slight percentage, 5.4%, are holding off on employing AI for customer-facing use cases until 2026 or later.
Customer-facing virtual AI voice and text agents—particularly advanced conversational and generative AI agents—are proving significantly transformative, moving financial services companies beyond simple Q&A functionality.
Sitting between complex legacy systems and the customer, AI agents can enable a thoroughly modern experience without requiring a complete and costly overhaul of contact center infrastructure. Metrigy’s study reveals robust adoption of virtual AI agents among participating financial services companies: 67.7% have already implemented AI text agents, and 59.1% are using AI voice agents, with virtually all of the remainder having both agents on their roadmaps or under evaluation.
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