What does agentic AI actually mean for banks, and where can it deliver real value today? In this episode of The Banking Scene Director’s Cut, Andrew Vorster speaks with Rachael Hadaway, Vice President of Product Management at FICO, about the practical reality of agentic AI in banking.

Their conversation explores where AI agents can genuinely improve workflows, why human oversight remains essential in high-stakes decisions, and how banks should think about governance, reversibility, unified decisioning and fraud prevention. Rachael shares a clear view on which banking processes are most likely to become more autonomous over the next 12 to 36 months, and which areas are still being oversold. She also explains why reversibility matters in AI-driven decisions, how banks can avoid turning human reviewers into rubber stampers, and what it will take to build trust in agentic systems over time.

The discussion also looks at the rise of the agentic customer and what happens when digital agents start acting on behalf of consumers across banking journeys. For banks in the Benelux region and beyond, this is a practical conversation about how to prepare for agentic AI without getting distracted by the hype.

You can find a summary article based on this interview on our website here.