The AI Orchestration Layer In Banking Is The New Battleground

2026-06-23 · Source: Featured Blogs - Forrester · Field: Finance & Economics — Banking & Financial Services, FinTech & Digital Financial Services, Artificial Intelligence & Machine Learning · Depth: Intermediate, quick

Summary

Backbase's acquisition of Kasisto, a provider of AI-driven virtual assistants in banking, highlights a significant market shift where conversational AI is evolving from a front-end feature to a core orchestration layer. This trend, also seen in transactions like Salesforce-Fin, NiCE-Cognigy, and ServiceNow-Moveworks, indicates technology providers are moving to control the "agent runtime" that interprets intent and coordinates workflows across systems. The focus is transitioning from simple chatbots answering queries to agentic AI platforms designed to execute multistep processes, integrate with core systems, and orchestrate customer journeys. This positions execution capability, rather than data or foundational models, as the primary source of value in intelligent finance.

Key takeaway

For Directors of AI/ML or VPs of Engineering evaluating their intelligent finance strategy, recognize that agentic orchestration is becoming foundational infrastructure, not merely a feature. Your teams must define clear ownership for this layer and establish robust governance models spanning data, decisioning, and execution. Avoid overdependence on single vendors to retain control over critical customer journey design and delivery, ensuring long-term competitive differentiation.

Key insights

The banking industry is shifting to agentic AI orchestration as the core execution layer for customer journeys.

Principles

• Execution capability drives value, not just data or models.
• Agentic AI moves beyond queries to deliver outcomes.
• Orchestration is a strategic control point for customer journeys.

Method

Agentic platforms execute multistep processes, integrate with core systems, and orchestrate cross-channel journeys with minimal human intervention.

In practice

• Define clear ownership for orchestration capabilities.
• Diversify vendors to avoid single-provider dependence.
• Establish governance for data, decisioning, and orchestration.

Topics

• AI Orchestration
• Agentic AI
• Conversational Banking
• Financial Technology
• Customer Journey Management
• Banking Acquisitions

Best for: CTO, AI Architect, AI Product Manager, Director of AI/ML, VP of Engineering/Data, Consultant

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Editorial summary, takeaway, and curation by AIssential. Original article published by Featured Blogs - Forrester.