[{"data":1,"prerenderedAt":225},["ShallowReactive",2],{"uc-reg-eu-psd2":3},{"regulation":4,"includeUnpublished":11,"indexable":12,"useCases":13},{"id":5,"label":6,"issuer":7,"region":8,"url":9,"description":10},"eu-psd2","PSD2","European Union","europe","https://eur-lex.europa.eu/eli/dir/2015/2366/oj","Payment Services Directive 2: strong customer authentication, transaction risk analysis exemptions and open banking access.",false,true,[14,53,71,89,116,134,149,168,186,206],{"slug":15,"title":16,"shortTitle":17,"definition":18,"status":19,"industries":20,"functions":23,"patterns":26,"audience":31,"autonomy":32,"adoptionStage":33,"segment":34,"evidenceCount":35,"publicEvidenceCount":36,"organizations":37,"bestGrade":40,"headline":41,"lastVerified":50,"indexable":12,"euAiActTier":51,"euAiActBasis":52},"account-and-card-servicing-agent","AI agent for account and card servicing","Account and card servicing","An AI agent that resolves routine account and card requests end to end, such as balances, statements, card blocks and replacements, PIN resets and limit changes, across app, web, messaging and phone, and hands anything sensitive or unusual to a human with the full context.","published",[21,22],"banking","payments",[24,25],"customer-service","operations",[27,28,29,30],"conversational-agent","voice-agent","agentic-workflow","rag-knowledge-assistant","customer-facing","supervised-agent","mainstream","front-office",4,2,[38,39],"Commonwealth Bank of Australia","DBS Bank","B",{"kpi":42,"label":43,"unit":44,"n":36,"nUpTo":45,"kind":46,"value":47,"qualifier":48,"claimant":49,"organization":39,"vendorReported":11},"containment-rate","Containment rate","percent",0,"reported",90,"approximately","organization","2026-09-27","limited","Article 50(1): people must be informed that they are interacting with an AI system, unless that is obvious from the context. Servicing existing accounts and cards is not an Annex III use. It would become high risk under Annex III point 5(b) if the agent itself evaluated the creditworthiness of a natural person, for example to decide a credit limit increase.",{"slug":54,"title":55,"shortTitle":56,"definition":57,"status":19,"industries":58,"functions":59,"patterns":60,"audience":31,"autonomy":32,"adoptionStage":61,"segment":34,"evidenceCount":62,"publicEvidenceCount":62,"organizations":63,"bestGrade":40,"headline":65,"lastVerified":50,"indexable":12,"euAiActTier":51,"euAiActBasis":70},"atm-and-self-service-device-assistance","AI agent for ATM and self service device assistance","ATM and device assistance","An AI agent that helps customers with problems at or around ATMs and other self service devices, such as a withdrawal that did not pay out, a retained card, a blocked PIN or finding a working machine with cash, over the app, chat or phone, and that opens and tracks the claim or hands it to a person when it cannot be resolved.",[21],[24,25],[27,28,29],"emerging",1,[64],"NatWest Group",{"kpi":66,"label":67,"unit":44,"n":62,"nUpTo":45,"kind":46,"value":68,"qualifier":69,"claimant":49,"organization":64,"vendorReported":11},"customer-satisfaction-uplift","Satisfaction uplift",150,"exact","A customer facing assistant must tell people they are interacting with an AI system unless that is obvious (Article 50(1)). It does not evaluate creditworthiness (Annex III point 5(b)) or eligibility for public assistance benefits (point 5(a)), so it is not high risk; biometric verification whose sole purpose is to confirm identity is excluded from Annex III point 1(a).",{"slug":72,"title":73,"shortTitle":74,"definition":75,"status":19,"industries":76,"functions":77,"patterns":79,"audience":31,"autonomy":32,"adoptionStage":82,"segment":34,"evidenceCount":35,"publicEvidenceCount":83,"organizations":84,"bestGrade":40,"headline":87,"lastVerified":50,"indexable":12,"euAiActTier":51,"euAiActBasis":88},"card-dispute-and-chargeback-intake","AI agent for card dispute intake","Card dispute intake","A customer facing AI agent that handles the \"I do not recognise this charge\" moment: it finds the transaction, separates suspected fraud from merchant disputes and simple confusion, explains the customer's rights and timelines, collects the details and evidence the rules require, and opens a correctly classified dispute case for the operations team.",[21,22],[24,78,25],"fraud-prevention",[27,28,80,81,29],"classification-and-routing","document-processing","early-adopters",3,[38,85,86],"Klarna","Visa",null,"A customer facing assistant must tell people they are interacting with an AI system (Article 50(1)). It triages and opens cases but does not evaluate creditworthiness (Annex III point 5(b), which in any case excludes systems used to detect financial fraud) or decide access to an essential service, so it is not high risk under Annex III.",{"slug":90,"title":91,"shortTitle":92,"definition":93,"status":19,"industries":94,"functions":98,"patterns":101,"audience":104,"autonomy":105,"adoptionStage":82,"segment":106,"evidenceCount":36,"publicEvidenceCount":36,"organizations":107,"bestGrade":40,"headline":109,"lastVerified":50,"indexable":12,"euAiActTier":114,"euAiActBasis":115},"complaints-handling-agent","AI agent for complaints recognition, investigation and response","Complaints handling","An AI agent that recognizes when a customer interaction is a complaint, logs it against the regulatory definition, classifies its root cause and severity, gathers the evidence, drafts the acknowledgement and the response for a human handler to approve, and tracks every statutory deadline until the case is closed.",[95,21,22,96,97],"cross-industry","insurance","telecommunications",[99,24,100],"case-management","regulatory-compliance",[80,102,103,29,30],"summarization","content-generation","employee-facing","copilot","middle-office",[108,64],"Lloyds Banking Group",{"kpi":110,"label":111,"unit":112,"n":62,"nUpTo":45,"kind":46,"value":113,"qualifier":48,"claimant":49,"organization":108,"vendorReported":11},"time-saved-per-task","Time saved per task","minutes",5,"context-dependent","Complaint handling is not listed in Annex III, so internal classification and drafting for a handler who decides is minimal risk. Where the agent talks to customers to take the complaint, Article 50(1) requires telling them they are dealing with AI. Only a system that also assessed creditworthiness or priced life and health insurance (Annex III point 5(b) or 5(c)) would be high risk for that part.",{"slug":117,"title":118,"shortTitle":119,"definition":120,"status":19,"industries":121,"functions":122,"patterns":123,"audience":31,"autonomy":32,"adoptionStage":61,"segment":34,"evidenceCount":113,"publicEvidenceCount":113,"organizations":124,"bestGrade":40,"headline":129,"lastVerified":50,"indexable":12,"euAiActTier":51,"euAiActBasis":133},"fraud-alert-confirmation","AI agent for fraud alert confirmation with cardholders","Fraud alert confirmation","A customer facing AI agent that contacts the cardholder as soon as the fraud engine flags a card transaction, in the channel they actually respond to, verifies them, asks whether they made the transaction and acts on the answer: releasing the block so a retry succeeds, or freezing the card and starting the fraud claim.",[21,22],[78,24],[27,28,29],[125,38,126,127,128],"Capital One","Macquarie Bank","Revolut","Westpac",{"kpi":130,"label":131,"unit":44,"n":36,"nUpTo":45,"kind":46,"value":132,"qualifier":69,"claimant":49,"organization":38,"vendorReported":11},"fraud-loss-reduction","Fraud loss reduction",76,"Confirming flagged transactions with cardholders is not listed in Annex III, and point 5(b) expressly excludes AI used to detect financial fraud from the creditworthiness category, so the system is not high risk. An agent that messages or calls customers must tell them they are dealing with AI under Article 50(1), and synthetic voice output must be marked as AI generated under Article 50(2).",{"slug":135,"title":136,"shortTitle":137,"definition":138,"status":19,"industries":139,"functions":140,"patterns":141,"audience":104,"autonomy":32,"adoptionStage":82,"segment":106,"evidenceCount":83,"publicEvidenceCount":36,"organizations":143,"bestGrade":146,"headline":87,"lastVerified":50,"indexable":12,"euAiActTier":147,"euAiActBasis":148},"fraud-alert-triage","AI agent for fraud alert triage","Fraud alert triage","An AI agent that works the fraud alert queue behind the scenes as the analyst's first pass, without contacting the customer: it enriches each alert with customer, device and payment context, closes clear false positives under documented rules, merges duplicates, and routes genuine risk to an analyst with a drafted rationale.",[21,22],[78,25],[29,80,102,142],"prediction-and-scoring",[144,145],"Coast","SEB","C","minimal","Internal triage of fraud alerts is not listed in Annex III, and point 5(b) explicitly excludes fraud detection from the high risk creditworthiness category. Article 50(1) covers any system that interacts directly with people, analysts included, but it does not apply where the use of AI is obvious to a reasonably well informed user, as it is in an internal analyst tool; the marking duties for generated content in Article 50(2) sit with the provider. Reassess if its output feeds credit decisions. Decisions that affect customers remain subject to GDPR and consumer protection rules.",{"slug":150,"title":151,"shortTitle":152,"definition":153,"status":19,"industries":154,"functions":156,"patterns":158,"audience":31,"autonomy":32,"adoptionStage":61,"segment":34,"evidenceCount":159,"publicEvidenceCount":160,"organizations":161,"bestGrade":40,"headline":87,"lastVerified":50,"indexable":12,"euAiActTier":51,"euAiActBasis":167},"agentic-payment-initiation","AI agent for payment initiation within a customer mandate","Agentic payment initiation","An AI agent that initiates and completes payments or purchases on a customer's behalf, within a mandate the customer set in advance (spending caps, allowed merchants or categories, a tokenized credential and rules for when to ask for confirmation), and then confirms and reconciles every transaction it made.",[22,21,155],"retail-and-ecommerce",[24,157,25],"sales",[29,27],8,7,[39,162,163,164,165,166,86],"ING","Majid Al Futtaim","PayPal","Banco Santander","Ulta Beauty","A customer facing agent must make clear that people are dealing with AI, unless that is obvious from the context (Article 50). Initiating payments within a customer's mandate is not listed in Annex III. It becomes high risk if the same agent evaluates creditworthiness, for example by deciding on a buy now pay later or credit line at checkout (Annex III point 5(b)).",{"slug":169,"title":170,"shortTitle":171,"definition":172,"status":19,"industries":173,"functions":174,"patterns":175,"audience":176,"autonomy":32,"adoptionStage":61,"segment":176,"evidenceCount":36,"publicEvidenceCount":36,"organizations":177,"bestGrade":40,"headline":180,"lastVerified":50,"indexable":12,"euAiActTier":147,"euAiActBasis":185},"payment-investigations-and-exceptions","AI for payment investigations and exceptions","Payment investigations and exceptions","AI that works the payments that fall out of straight through processing: it reads the failure, repairs or enriches the message, drafts the ISO 20022 or SWIFT investigation, chases the counterparty bank and proposes a return, recall or correction, while an operator approves anything that moves money.",[21,22],[25,24],[29,81,80,103],"back-office",[178,179],"BNY","JPMorgan Chase",{"kpi":181,"label":182,"unit":44,"n":62,"nUpTo":45,"kind":46,"value":183,"qualifier":184,"claimant":49,"organization":178,"vendorReported":11},"automation-rate","Automation rate",10,"at-least","Handling payment exceptions is not a use listed in Annex III and is not a prohibited practice under Article 5. If the agent interacts directly with customers, for example in a chat about the case, Article 50(1) requires that they are told they are interacting with an AI system.",{"slug":187,"title":188,"shortTitle":189,"definition":190,"status":19,"industries":191,"functions":192,"patterns":193,"audience":31,"autonomy":32,"adoptionStage":82,"segment":34,"evidenceCount":194,"publicEvidenceCount":194,"organizations":195,"bestGrade":40,"headline":199,"lastVerified":204,"indexable":12,"euAiActTier":51,"euAiActBasis":205},"scam-payment-interception","AI scam intervention for instant payments","Scam payment interception","AI that talks to the customer when they are about to authorise an instant payment that looks like a scam: it combines the payee check and the risk score, asks targeted questions about the payment in plain language, explains the specific scam pattern, and holds, delays or escalates the payment to a human specialist when the risk stays high. Unlike fraud scoring, which stops payments the customer did not make, it protects customers from payments they are being manipulated into making.",[21,22],[78,24],[27,142,29,28],6,[38,196,127,197,198,128],"Mastercard","Starling Bank","Vodafone",{"kpi":200,"label":201,"unit":44,"n":36,"nUpTo":45,"kind":46,"value":202,"qualifier":69,"claimant":203,"organization":197,"vendorReported":12},"detection-rate-improvement","Detection improvement",300,"vendor","2026-09-26","Annex III point 5(b) expressly excludes AI systems used to detect financial fraud from the high risk creditworthiness category, so the scoring is not high risk. The conversational part must disclose that it is AI under Article 50(1). If a voice component infers the customer's emotions from their voice, it becomes an emotion recognition system under Annex III point 1(c), which is high risk and needs the Article 50(3) notice, so keep coaching detection to what is said rather than to biometric signals.",{"slug":207,"title":208,"shortTitle":209,"definition":210,"status":19,"industries":211,"functions":212,"patterns":213,"audience":176,"autonomy":215,"adoptionStage":33,"segment":106,"evidenceCount":216,"publicEvidenceCount":216,"organizations":217,"bestGrade":40,"headline":221,"lastVerified":50,"indexable":12,"euAiActTier":147,"euAiActBasis":224},"real-time-fraud-scoring","Real time fraud scoring for card and instant payments","Real time fraud scoring","Machine learning that decides in milliseconds, without any conversation, how likely each card authorization and account to account payment is to be fraudulent, combining behavioural, device and network signals, so the bank can approve, challenge or block a payment before the money leaves. Working the resulting alerts and talking to the customer about them are separate use cases.",[21,22],[78],[142,214],"anomaly-detection","autonomous",9,[218,38,196,64,219,127,220,86],"ANZ, Commonwealth Bank, NAB, Suncorp Bank and Westpac (BioCatch Trust Australia)","Pay.UK","Stripe",{"kpi":130,"label":131,"unit":44,"n":83,"nUpTo":45,"kind":222,"value":223,"qualifier":69,"claimant":49,"organization":87,"vendorReported":11},"median",30,"Annex III point 5(b) lists creditworthiness assessment and credit scoring of natural persons as high risk but explicitly excludes AI systems used for the purpose of detecting financial fraud, and payment fraud scoring is not otherwise listed in Annex III or prohibited by Article 5. Behavioural biometrics used only to confirm that customers are who they claim to be fall under the biometric verification exclusion in Annex III point 1(a). The model does not interact with people, so Article 50 does not apply. GDPR Article 22 can still apply to solely automated declines with significant effects on customers.",1790598319894]