What does it take to run 70+ AI agents in production at a highly regulated bank? In this episode, Michael Marchuk talks with Ricardo Alqueidão, Head of Intelligent Automation at the largest private bank in Portugal. Richard shares how his team shifted from traditional RPA to agentic AI, processing 9.5 million annual transactions with an 84% automation rate.
His award-winning customer maintenance solution (winner of both the SS&C Blue Prism Global AI and Agentic Award and the Kaizen Institute Technology Award) processed millions of requests, and he's revealing how they did it.
In this episode:
The mindset shift: from deterministic controls to probabilistic reasoning
Why monolithic agents failed — and the modular multi-agent pattern that worked
Building trust with compliance teams through traceability and JSON-standardized outputs
Defining the break point: when AI hands off to humans (and why validation rules come after the AI)
Managing token burn and preventing runaway infinite loops
What he'd do differently: start governance first, not after the lab
If you're in banking, insurance, or any regulated industry considering agentic AI, this is a masterclass in production-grade deployment.
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