Three Things We Learnt about Agentic AI in Finance from Group COO, Lloyds Banking Group

Rohit Dhawan, Executive Director and Group Head of AI at Lloyds Banking Group, along with colleagues Astitva Karinesh and Katie Adams, shared valuable insights on how agentic AI is transforming the financial sector. Their presentation revealed key lessons for financial technology professionals looking to leverage this emerging technology.

1. Agentic AI Goes Beyond Traditional AI Models

Unlike conventional AI systems, agentic AI creates an interconnected ecosystem of specialized tools and models working in harmony. This advanced architecture enables dynamic reasoning and real-time decision-making capabilities that traditional deterministic approaches simply cannot match.

In the banking context, this means:

• More accurate and personalized customer interactions
• Complex query handling without predefined pathways
• Ability to integrate multiple data sources for comprehensive solutions

As demonstrated in the banking scenarios presented, this evolution represents a significant leap forward in how financial institutions can serve their customers through technology.

2. Successful Implementation Requires Process Reimagination

Katie Adams emphasized that organizations must go beyond merely automating existing workflows. To fully capitalize on agentic AI's potential:

• Rethink fundamental operations rather than digitizing inefficient processes
• Focus on generating immediate business value through transformative approaches
• Enhance developer experiences and democratize AI knowledge across the organization

The presentation included a compelling example of a customer using an AI-powered financial advisor to navigate the home-buying process—illustrating how reimagined processes can dramatically simplify complex financial tasks.

3. Strong Governance Is Non-Negotiable

Perhaps most critically for financial institutions, robust control mechanisms are essential when deploying agentic AI systems. Adams highlighted the importance of:

Establishing strong guardrails and monitoring systems to ensure AI acts in customers' best interests and complies with regulatory requirements.

These controls aren't just regulatory checkboxes—they're fundamental to maintaining customer trust and ensuring that AI-generated information remains accurate, useful, and ethically sound.

For financial technology professionals, the message is clear: agentic AI offers transformative potential, but requires thoughtful implementation with strong governance frameworks to truly deliver on its promise of enhanced customer experiences and operational excellence.