Europe – October 15, 2026 -- 75% of banks are exploring agentic AI, yet 39% remain in the proof-of-concept phase, according to CGI's latest Voice of Our Clients research. CGI argues that lenders must now prepare for customers who delegate product selection to AI agents.
APIs replace the app as the bank's front door
CGI says AI agents will compare, calculate and negotiate based on structured product information, reliable APIs, transparent pricing and lending criteria that software can interpret, rather than on app design. An agent could assess a bank's offering in milliseconds, reject its API and move on to a competitor. CGI frames API quality as a business capability and a source of competitive advantage, not only an IT metric.
A $650,000 mortgage request illustrates the shift
CGI sketches a 2029 scenario in which a customer asks an agent for the best mortgage on a $650,000 home, fixed for 10 years, with flexibility valued over the lowest payment. The agent compares lenders, checks affordability, reviews fees and recommends three banks. Those banks then communicate with the agent, not the customer.
A European mortgage lender shifts from UX to distribution strategy
A European mortgage lender asked CGI how to make its mortgage journey more digital. CGI redirected the discussion to information architecture, APIs and product transparency. The topic became a question about the bank's future distribution model. In CGI's view, competition moves from winning attention to earning algorithmic preference.
CGI poses six readiness questions for bank leadership
The questions cover whether products are machine-readable, whether AI can accurately understand and compare offerings, and whether APIs are designed for automated interactions. They also ask whether pricing is transparent enough for algorithmic decision-making, whether external AI systems can interact securely, and why an agent would recommend a given bank.
The same research found that 72% of respondents say responsible AI and digital innovation are accelerating digitization. CGI cites its colleague Andy Schmidt's view that banking has moved beyond isolated AI pilots toward redesigning the business around AI. CGI adds that whether agent-led banking arrives in three years or ten matters less than preparing now.