Exploring Agent-Centered Operations Amid Payments Proliferation

The banking process transformation industry is now defined by the rapid convergence of AI-driven automation, real-time payment infrastructure, and intensifying regulatory complexity. Simultaneously, the global proliferation of real-time payment networks and open finance regulation is multiplying operational demands, from always-on exception handling and cross-border fraud monitoring to API management and multi-jurisdictional compliance orchestration. As banks seek to manage rising fraud volumes, navigate overlapping regulatory frameworks, and modernize legacy operations, they are increasingly turning to service providers that combine deep domain expertise with security-first positioning, outcome-linked commercial models, and diversified delivery capabilities across geographies and banking functions.

Both state of the market and supply-side trends are covered in Avasant’s Banking Process Transformation 2026 Market Insights™ and Banking Process Transformation 2026 RadarView™, respectively. These reports present a comprehensive study of the banking services industry and closely examine the market leaders, innovators, disruptors, challengers, and tech pioneers. They also provide a view into key market trends and developments impacting the banking services space.

Avasant evaluated over 55 service providers across two dimensions: practice maturity and future-proofing. Of the 55 providers, we recognized 29 that brought the most value to the market over the past 12 months.

The report recognizes service providers in five categories:

• • Leaders: Accenture, Capgemini, Cognizant, Genpact, HCLTech, Infosys, TCS, and Wipro
  • Innovators: Concentrix, Firstsource, FIS Global, IBM, Sutherland, Tech Mahindra, and TP
  • Disruptors: Coforge, DXC Technology, EXL, LTM, and Mphasis
  • Challengers: Datamatics, eClerx, NTT DATA, TaskUs, Virtusa, and XBP Global
  • Tech pioneers: Kasisto, Mambu, and Temenos

Figure 1 below from the full report illustrates these categories:

“Over the past year, banking institutions have expanded AI adoption across core operations, from fraud detection and compliance to payments processing and customer servicing,” said Sahil Chaudhary, associate research director with Avasant. “Clients now demand partners who can deliver proactive risk intelligence and tangible business outcomes.”

The reports provide a number of findings, including the following:

• • The financial sector ranks among the top industries for AI uptake, particularly in cognitive and analytical work, yet 90% of firms still have not implemented AI agents at scale.
  • Real-time payments are restructuring banking operations globally. FedNow surged from near-zero to $853B in settled value by 2025, driving sustained demand for always-on exception handling and fraud monitoring.
  • The FBI’s Internet Crime Complaint Center crossed 1M complaints for the first time, with losses reaching $20.9B, fueling structural, long-term outsourcing demand for multilingual, AI-driven fraud operations centers.
  • Small-enterprise clients grew from 24% to 32% of the client base, revenue has shifted toward risk and compliance and payments, and time-based pricing declined in 2025 as providers diversify toward outcome-linked and hybrid models.

This RadarView features detailed profiles of 29 service providers, along with their solutions, offerings, and experience in assisting enterprises and individuals in their banking services journey.

This Research Byte is a brief overview of Avasant’s Banking Process Transformation 2026 Market Insights™ and Banking Process Transformation 2026 RadarView™. (Click for pricing.)