Backbase has garnered industry recognition from Everest Group for its progress in agentic AI in banking. Backbase was named a Luminary in the Everest Group Innovation Watch: Agentic AI in Banking 2026 report, its highest category of recognition. The research rated 23 vendors globally on market adoption, production use cases, partnerships and investments.
The recognition highlights Backbase’s strategy of implementing agentic AI in practical banking applications. It also speaks to the increasing importance of AI-driven workflows throughout the financial services sector. Banks are increasingly searching for solutions that boost operational efficiency, improve compliance and support business growth.
“Every bank has run an AI pilot. Very few have figured out how to scale one,” said Jouk Pleiter, CEO and Founder of Backbase. “The real gap is accountability in production: who has authority to act, what gets executed, and what the bank can prove after the fact. BMO and BSF are proof this works at scale, not in a sandbox. Being named a Luminary confirms what our customers already know. We’re delivering the blueprint for how banks run on AI.”
Agentic AI Addresses Banking Challenges
The Everest Group research highlights a number of barriers that continue to impede agentic AI adoption. Fragmented systems, manual exceptions, data limitations and regulatory complexity remain major challenges. However, agentic AI is gaining relevance in retail, corporate, small and medium-sized enterprise (SME), and wealth banking.
In this case, Backbase’s AI-native Banking OS is not simply a set of individual AI copilot. Instead, it facilitates workflow orchestration across banking operations in a governed manner. The platform gives AI agents and human workers a shared, real-time view of customer and transaction data.
In addition, these agents are operating within well-defined controls and governance requirements. They can perform judgment-based tasks such as Know Your Customer (KYC) checks, document analysis and exception routing. This allows banks to implement automation while keeping control of key processes.
Backbase Demonstrates AI in Production
Backbase has already deployed these capabilities in live banking environments. For example, Backbase Conversational AI resolves up to 81% of inbound customer requests at BMO without human intervention.
BSF has also experienced a four-fold increase in onboarding rates. Instant account opening and card issuance without manual intervention. The findings show how agentic AI in banking can help provide faster service and more efficient customer onboarding.
Also, Banking OS allows banks to configure, test, deploy, simulate and monitor their own AI agents. The platform supports the entire agent lifecycle, providing institutions with increased control of deployment and performance.
The Everest Group report mentions five Backbase production use cases. These include customer service, dispute, payments, lending and risk operations. Together these applications demonstrate how banks can integrate AI agents into core operational workflows.
Backbase’s Chief Executive Underlines Responsibility in AI Implementation
According to Pleiter, banks should prioritize the importance of accountability as they implement AIs in their operational processes. In order to achieve that, they must establish firm guidelines on what each agent is allowed to do and how the AI should act in order to attain some measurable results in the end. For this reason, Backbase has established its product as a tool for linking the AI capabilities with the mechanism controlling them.
This is illustrated by the examples of implementation at BMO and BSF. Its Banking OS, in turn, serves as a solution for financial institutions interested in scaling their use of AI solutions beyond separate tests.
Everest Group Recognizes Backbase’s Banking AI Capabilities
“As banks move beyond isolated AI pilots, the focus is shifting toward embedding agentic AI into banking workflows where it can operate with the context, controls, and human oversight required in a regulated environment. Backbase is addressing this shift by bringing together customer and operational context, workflow orchestration, and governed AI execution across areas such as onboarding, servicing, payments, disputes, lending, and risk operations. Its acquisition of Kasisto further strengthens this proposition by adding banking-specific conversational and agentic AI capabilities to its AI-native Banking OS. The combination of banking domain depth, a growing set of production-oriented use cases, and continued ecosystem investments positions Backbase as Luminaries on Innovation Watch: Agentic AI in Banking 2026 research,” said Kriti Gupta, Vice President, Everest Group.
Gupta also pointed out the importance of context, governance and oversight by humans as banks deploy agentic AI into regulated workflows. These requirements remain relevant as financial institutions automate more of their customer-facing and operational functions. Backbase’s acquisition of Kasisto also adds to its banking-specific conversational and agentic AI capabilities. The integration adds more capabilities to its AI-native Banking OS. This means the company is still working on its strategy for AI-driven banking operations.
The recognition is also indicative of the growing focus on production-ready AI solutions across financial services. Banks are moving beyond the experimental phase and looking for practical applications with measurable operational results. Backbase has been named as one of the known players in the evolving Agentic AI in Banking market in Everest Group’s Innovation Watch: Agentic AI in Banking 2026 report. Its production deployments, workflow orchestration capabilities and AI investments in the banking sector demonstrate its strategy of supporting digital banking transformation.
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News Source: Businesswire.com
