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Inspiration can come from different places, even for architecting and designing agent systems.
But VB conversion, Capital Told how it created its agent platform for its auto business. Milind Nephede, SVP of Technology and head of AI foundation in Capital One, said that during the VB transform, the company wanted the company to work similar to its agents, in which they problems with customers.
Nafed said that Capital One started designing its agentic offerings 15 months ago, “Agentic before a discussion.” For Capital One, it was important that, in the construction of their agent systems, they learn how their human agents ask customers for information to identify their problems.
Capital One also saw another source of organizational structure for its agents: himself.
“We take inspiration from how the capital forest itself works,” Nefade said. “Within the Capital Forest, as I am sure within other financial services, you have to manage the risk, and then there are other institutions that you also see, evaluate, questions and audit.”
>> See all our transforms 2025 coverage here.This same structure applies to agents who want to monitor a capital forest. He created an agent that evaluates existing agents, trained on capital forest policies and rules. This assessor agent can kick the process back if it detects a problem. Nefade said that “a team of experts where each of them has a different specialization and comes together to solve a problem.”
Financial services recognize the ability of agents to provide their human agents with information to solve customer issues, manage customer service and attract more people for their products. Other banks like Bunny This year agents have been deployed.
Auto dealership agent
Capital One deployed agents in its auto business to help the bank dealership customers find their customers finding the right car and car loan. Consumers can see the dealership vehicle inventions that are ready for the test drive. Nephede said his dealership customers reported a 55% improvement in metrics such as engagement and serious sales lead.
“They are capable of generating a much better serious lead through this more connivance, natural interaction,” he said. “They can work 24/7 agents, and if the car breaks at midnight, the chat is for you.”
Nafed said that Capital One would prefer to bring such agent into his travel business, especially for his customer-supporting busyness. Capital One, which opened a new lounge at JFK Airport in New York offers a very popular credit card for travel points. However, Nephede reported that the bank needs to conduct extensive internal tests.
Data and model for bank agents
Like many enterprises, the Capital One has a lot of data for its AI system, but will have to find out the best way to bring that reference to his agents. It is also to be used with the best model architecture for your agents.
The team of Nafed and Capital One’s applicable researchers, engineers and data scientists used methods such as model distillation for more efficient architecture.
“Understanding agent is a large part of our cost because it is what to reject,” he said. “This is a big model, so we try to distribute it down and get a lot of explosion for our deer. Then there is multi-tools prediction and pre-elaborate, many interesting ways we can adapt it to it.”
In terms of data, Nephede said that his team had passed through many “experiments, testing, evaluation, humans in humans and humans in the right rails” before releasing their AI applications.
“But one of the biggest challenges facing us was that we had no example. We could not go and say, Oh someone else had done this way, so we could not ask how it works for them?” Nefade said.
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