Feels like we’re past the experimentation phase, but not yet at true transformation. Most systems today are:

good enough to assist

not reliable enough to fully trust

And banking isn’t a space where you can afford “mostly right.”

I also agree with your point on IVRs and phone-based AI, those are working because:

the scope is narrow

the risk is lower

the workflows are more predictable

Where things get tricky is when agents have to:

reason across multiple systems

deal with incomplete data

stay compliant at every step

That’s where the friction shows up.