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25% of Card Replacement Calls Point to an AI Opportunity

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25% of Card Replacement Calls Point to an AI Opportunity

A replacement card could give issuers a practical way to turn artificial intelligence (AI) investment into faster service and fewer customer calls.

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That opportunity anchors the third key finding in “Why Modern Issuing Platforms Will Determine Which AI Strategies Succeed,” a PYMNTS Intelligence report in the AI-Ready Issuing Tracker® Series, produced with Thales.

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The report finds that AI’s usefulness depends on systems that share current information, coordinate tasks and enforce clear operating rules. For card issuers, connecting those systems can help AI carry out work across a card’s life, from opening an account to replacing a lost card. Institutions don’t need to start with an unfamiliar service: everyday requests already offer opportunities to improve execution.

Other findings show how much room banks have to advance. EY research cited in the report finds that 52% of banks have piloted agentic AI, which can take actions across tasks, while 16% have fully deployed production use cases. Visa research finds that 60% of neobanks and FinTechs report high or transformational AI improvements in transaction risk management, versus 44% of incumbent banks.

The report recommends identifying disconnected processes and modernizing them alongside governance, giving issuers a practical starting point for wider deployment.

At PYMNTS Intelligence, we work with businesses to uncover insights that fuel intelligent, data-driven discussions on changing customer expectations, a more connected economy and the strategic shifts necessary to achieve outcomes.


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