PYMNTS and Thales report: 25% of card replacement calls point to an AI service opportunity

AI-assisted source summary · not independently verified. Content standards

A joint report by PYMNTS and Thales finds that the card replacement process can serve as an entry point for issuers to use AI to improve service speed and reduce customer calls. Discussions with Thales customers show that approximately 25% of call center inquiries involve card status; connecting card production, delivery and customer communications systems can coordinate address verification, physical card production, digital card updates and replacement credential changes, while notifying customers in advance. EY research shows that 52% of banks have piloted agentic AI, while 16% have deployed production use cases.