Agentic AI use cases in BSFI and Telecom
By : Flytxt Marketing
What is Agentic AI?
Agentic AI refers to the ability of artificial intelligence platforms to act autonomously or semi-autonomously, in a way that is guided by established objectives, understanding of data inputs, and knowledge of their environment. These systems can perceive their surroundings, learn from experience, and take actions to achieve objectives without needing constant human intervention. Unlike AI, which is limited in scope and application, Agentic AI has decision-making that enables it to operate in uncertain or dynamic environments.
In industry, speed, accuracy, and trust are supremely important, where AI is no longer a luxury- it’s a necessity. AI agents might be what the industry wants. Leveraging advanced machine learning, AI can help reduce challenges of fraud detection, enhance customer service with personalized insights and operations, all while reducing costs and building customer trust.
Agentic AI For Banking And Financial Services
AI for banking and financial services has traditionally depended on in-person interaction to build trust and assist customers in making complex decisions. In a matter of years, the need for digital experiences that meet customer expectations has never been greater. The BFSI is transformed by an agentic AI that can decide and act on its own to accomplish a particular objective, revolutionizing operations like reducing costs, errors, and response time, improving customer experience, and product innovation.
While early AI applications in telecom customer experience focused on automation like automating responses and routine tasks, modern AI, especially agentic AI goes beyond simple automation. Additionally, Agentic AI co-creates strategies and builds tactics, autonomously makes decisions, takes actions, and executes independently, learns from real-time behavior, and fine-tunes offers at the right time, preventing churn. Unlike traditional automation, AI agents are proactive, goal-driven, and capable of adapting to network conditions and user needs with minimal human intervention.
Use cases of Agentic AI for Banking and Financial Services
Autonomously manage hyper-personalized customer service:
AI Agents handle customer inquiries 24/7, troubleshoot issues, provide financial advice, and manage service requests. It reduces call center load, improves response times with less confusion, and enhances customer satisfaction.
Claims processing in Insurance:
AI agents can process end-to-end claim assessment and validation of fraud checks and disbursement of funds. They interact with customers through chatbots and voice recognition to gather required information and minimize turnaround time.
Can Banks and Insurers Really Keep Up? Why Agentic AI is the Missing Link in the BFSI Marketplace – Flytxt |
Personalized customer engagement:
Agentic AI is transforming banking and finance with hyper-personalized customer experiences, churn prediction, omnichannel campaign orchestration, enabling faster, safer, and more efficient business.
Check out Flytxt’s Omni-channel CVM Solution for Retail Banks | Flytxt
Cross-acquisition and cross-sell:
Agentic AI enables proactive cross-acquisition and cross-sell by sensing customer intent, interpreting marketing signals, and delivering hyper-personalized, real-time recommendations. It drives tailored offers during live interactions, maximizing revenue through timely upsell, retention, and enhanced customer loyalty in subscription-based business and telecom sectors.
Use cases of Agentic AI for Telecom CX :
Proactive Customer Service:
Telecom providers mostly deal with customer services such as technical support, inquiries, billing, and account management. As Agentic AI uses, without human intervention, these problems will be solved. It reduces operational costs, provides 24/7 support, and improves customer satisfaction.
Read all about Omni-channel Customer Service – Flytxt |
Churn Prediction and Retention:
Customer churn remains one of the most persistent challenges in the telecom sector, directly impacting revenue and growth. Traditional retention efforts often rely on generic, broad-based campaigns that fail to engage customers meaningfully. Agentic AI, however, offers a powerful new paradigm by autonomously anticipating churn risks and delivering highly personalized, timely retention interventions.
Check out our insightful blog on Predictive customer churn modelling in Telecom industry with high accuracy Flytxt |
Hyper Personalization and Proactive Engagement:
Agentic AI in telecom leverages hyper-personalization: the AI autonomously processes customer data to create, launch, and supply personalized offers and services in real-time. It communicates with customers in advance through context-aware recommendations and dynamic communications, making customers happy and increasing conversion rate without humans.
Check out this video on Hyper-personalion.
AI-driven Hyper-Personalisation in action!
Operational Efficiency and Automation:
Agentic AI automates decision-making across the telecom value chain, streamlining operations and reducing manual interventions. It supports autonomous interaction, campaign execution, and adaptive interventions to deliver speed, accuracy, and scale – while improving customer satisfaction levels at the same time, significantly delivering measurable efficiency and business performance improvements.
Future of Agentic AI in BFSI and Telecom
Agentic AI has exceptional potential in the BFSI and Telecommunication industry, improving operational efficiency, customer experience, and satisfaction, and decision-making. In BFSI, it improves fraud detection, credit assessment, and loan processing, and claims, while in telecommunication, it strengthens optimization of the network, customer services, and predictive maintenance.
