With growing momentum behind Agentic AI, a recent BUSINESSNEXT study found that 63 per cent of senior banking leaders in India plan to deploy AI agents by 2025
As Indian banks race to modernise customer service amid rising expectations and digital transformation, Indian deep tech firm BUSINESSNEXT has introduced a new generation of Service AI Agents aimed at enabling autonomous banking. These AI-driven tools promise to reduce service costs by up to 30 per cent and financial fraud by more than 40 per cent, marking a significant shift in how banks approach operations and customer engagement.
With growing momentum behind Agentic AI, a recent BUSINESSNEXT study found that 63 per cent of senior banking leaders in India plan to deploy AI agents by 2025. This aligns with broader industry signals, including Deloitte’s finding that 80 per cent of Indian organisations are already exploring the potential of autonomous agents. In this context, BUSINESSNEXT’s Service AI Agents are positioned to transform how banks handle routine service tasks, customer support, and fraud management.
According to a PwC projection, the global banking sector is expected to save nearly USD 1 trillion by 2030 due to AI adoption, primarily by reducing the need for physical branch infrastructure. BUSINESSNEXT’s latest offering reflects this trajectory by delivering what the company calls “Zero-Ops” banking—minimising human involvement in routine service interactions.
Transforming Daily Banking Services
The Service AI Agents automate everyday tasks such as processing credit card blocks, responding to loan queries, verifying customer identity, and updating internal systems in real time. If required, they also generate leads for follow-up, ensuring end-to-end service delivery without the need for manual intervention.
This level of automation, the company claims, cuts service resolution time by as much as 80 per cent, enhancing operational efficiency while improving customer experience. The agents are designed to provide consistent support across various service channels, whether it’s through chat, email, mobile apps or contact centres.
Real-Time Fraud Detection with Agentic AI
In addition to handling service requests, the AI Agents play a critical role in security. Financial fraud in India has seen a sharp increase, with cases rising by 166 per cent in FY24 to over 36,000 incidents, according to the Reserve Bank of India’s annual report. In response, BUSINESSNEXT has integrated a Fraud Prevention AI Agent within its Agentic AI suite, powered by the company’s AGENTNEXT studio.
These AI agents are trained on generative large language models (LLMs) specifically tuned for banking and finance. They continuously monitor transactions in real time, detect anomalies, and immediately flag suspicious activity to customers or internal teams. This proactive fraud detection mechanism strengthens existing frameworks and limits the financial and reputational impact of cybercrime.
The Association of Certified Fraud Examiners has estimated that organisations lose approximately 5 per cent of annual revenue to fraud. By leveraging predictive and generative AI, BUSINESSNEXT’s AI agents help reduce that exposure by analysing large datasets, identifying emerging fraud patterns, and enabling early intervention.
Enhancing Human Capabilities with AI Support
Sushil Tyagi, Executive Director at BUSINESSNEXT, emphasised the importance of intelligent automation in today’s financial landscape. “Transferring some cognitive load from people to robots has become a priority today,” he said. “As financial institutions experiment with AI technology, these AI agents have proven to be highly effective in helping bankers provide convenience for customers.”
He added, “These agents deliver real-time guidance, knowledge recommendations, case management, and automated documentation across multiple channels while offering 24/7 personalised support, proactive issue resolution, and contextual assistance.”
Supporting the Shift Towards AI-First Banking
BUSINESSNEXT’s Service AI Agents are part of a broader industry shift towards AI-first banking. With increasing pressure to cut costs and improve service delivery, banks are moving beyond simple chatbots to deploy intelligent agents capable of taking autonomous decisions and interacting meaningfully with customers.
This shift is not just about automation but about redesigning processes around intelligent systems. By integrating AI into core banking workflows, institutions can focus human effort on high-value tasks while letting AI handle repetitive and predictable service requests.
With its latest launch, BUSINESSNEXT is positioning itself as a frontrunner in India’s deep tech and banking technology ecosystem, offering solutions that promise both short-term operational gains and long-term strategic advantages. As banks continue to explore AI’s potential, tools like Service AI Agents could become a central feature of next-generation financial services.
