Banks and credit unions are projecting an average of $207M in AI spend over the next 12 months. Most have thoroughly evaluated the CCaaS their AI agents will link to, but almost none have audited the carrier layer underneath it. That’s where AI performance breaks down. Industry median response latency across production voice agents runs at 1.4–1.7 seconds. Human conversation operates on a 200–400ms window. That gap often also lives at the carrier layer, not necessarily in the model. This quick guide gives CX and IT leaders at banks and credit unions 11 questions to find the infrastructure gaps before proposing the next AI investment.
