The AI Agenda in Digital Banking
Last week, Starling launched an agentic AI assistant, designed to help personal account holders manage day-to-day finances, access personalised financial insights, and receive general banking guidance.
The launch points to a broader shift in how AI is being used across digital banking. Most AI applications in banking have so far focused on answering questions, surfacing insights, and reducing support friction. Agentic AI moves closer to execution. It can understand customer intent, connect to workflows, and complete tasks while keeping the customer in control.
Digital banks are already applying AI across different parts of the stack. Revolut is building an AI assistant as a financial companion that adapts to user needs and supports budgeting. Monzo is using AI across fraud, growth, operations, and personalisation, while testing agent-based systems for internal workflows. Nubank’s AI assistant resolves 55% of Tier 1 queries, handles more than 2 million monthly chats, cuts response times by 70%, and improves resolution speed by 2.3x.
Chime’s GenAI voicebot has more than doubled satisfaction scores, with AI now handling work previously done by thousands of support agents. bunq built Finn to help customers plan finances, budget better, and navigate the app more easily. OakNorth has embedded AI into lending and decisioning workflows to improve speed and personalisation.
The market is moving through three layers. First came AI for support. Then came AI for insight. Now digital banking is entering the phase of AI for execution, where assistants do not just respond to customers but help complete financial tasks inside the banking experience.
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