At the ebankIT Summit 2025, Rogério Canhoto took the stage to talk about how AI is reshaping industries, redefining work, and creating entirely new economies.
He highlights that over the past few decades, industries have experienced massive disruption due to digital technologies. He gave iconic examples such as Kodak and Blockbuster, which failed to adapt to innovation and were swept away by change.
AI is faster than previous technological shifts, such as the steam engine or electricity. Financial institutions do not have decades to adapt to innovation, but only a few years.
Rogério warns that those who ignore the warning signs risk falling into the same trap as once-dominant brands.
The rise of AI agents marks a significant turning point. No longer just tools for support, these autonomous systems can analyze, decide, and act, replacing entire teams in some cases.
An AI agent is an intelligent system that performs tasks on behalf of a human, autonomously and often in real time. Unlike earlier tools, AI agents can understand context and intent, take actions across platforms and continuously learn and improve.
Rogério gave several real-world examples of AI agents in action.
Customer service at Novo Banco's branches required employees to call a central help desk to get product information, leading to long wait times and customer dissatisfaction.
The bank's solution was an AI-powered voice agent that could instantly respond to inquiries based on a knowledge base.
The results were a 26% improvement in handling time and a 15% increase in customer satisfaction.
Bizay, an e-commerce platform, introduced an AI agent to manage customer service inquiries, such as delivery charges or order modifications.
It now handles 30% of customer tickets fully and has improved response time by 50%.
Advanced Care, an insurance company, noticed that medical claim processing took 2–3 days, requiring human interaction over the phone.
Now, an AI agent processes them in just 30 minutes, resulting in a tenfold reduction in operational costs.
These use cases showcase a clear shift in the industry. One manager equipped with an AI agent can replace entire teams and this is not limited to customer service, it’s also affecting sales, marketing, and more.
However, Rogério warns that having AI isn’t enough; what matters is knowing how to master and implement it effectively, or face irrelevance.
Despite the hype, most companies are struggling to implement AI effectively. Rogério Canhoto mentions McKinsey’s “Great Banking Transition” report, noting that 3 out of 5 strategic pillars involve AI.
Customers trust traditional financial institutions, but they are often slow to innovate and fail to meet customers' expectations when it comes to innovative experiences.
Fintech challengers offer personalization and ease of use, yet consumers still cling to familiar brands, until trust is earned elsewhere.
Tech leaders face a strategic dilemma. Should they build proprietary AI systems, which are slow, expensive, and require rare talent, or buy third-party solutions, which are faster to deploy but less customizable?
Although many institutions want to build internally, a majority (58%) prefer buying due to lack of in-house skills.
Rogério also points out a disconnection in the banking industry. Banks focus too much on sales while customers only want simplicity, informed decision-making, and less friction in managing their finances.
Third-party players are exploiting this gap. They use AI to deliver better customer experiences and earn trust by simplifying users' lives rather than pushing products. These challengers are reshaping the value chain in financial services.
Yet, despite its potential, AI often fails to deliver business value because only 1% of companies are actually realizing meaningful results.
The problem with AI adoption today is that 85% of managers say AI is essential for competitive differentiation but only 15% have a real plan, including strategy, team, budget, and deadlines.
Only 1% of companies are actually realizing meaningful results. 99% of companies remain stuck in the pilot phase and 17% of projects fail, especially during scaling.
AI only delivers value when it's well-trained, well-fed with data, and guided by strategy. Without these elements, companies risk falling into a loop of experimentation with no real impact.
AI is already reshaping how we work, sell, serve, and grow. Whether it’s automating customer service, optimizing internal processes, or driving entirely new business models, AI agents are here to stay.
The big question is: Will you act on it?
Financial institutions that move now with a clear strategy and purpose will define the next era. Those who don’t, risk becoming tomorrow’s Kodak or blockbuster...