EOS Banking AI Barometer
What European consumers expect from AI in banking communication
Where the line is drawn: where consumers trust AI, and where they don’t.
Artificial intelligence is noticeably changing how consumers communicate with their financial institution. The EOS Banking AI Barometer examines how consumers across Europe rate the use of AI in banks today – where trust already exists, where reservations remain, and what expectations are placed on AI services.
For the study, consumers across Europe were surveyed on their experiences and attitudes toward AI-powered banking services. The results paint a nuanced picture: AI is not accepted or rejected across the board, but is always judged in the context of its concrete benefit. Overall, however, AI has already proven its worth in banking.
Perceptions of AI in everyday banking
Top 2 box on a scale from 5 “strongly agree” to 1 “strongly disagree”
Bank customers expect AI in customer service to deliver speed and availability above all; for more complex, judgment-based tasks, approval remains considerably lower. How do respondents rate the following statements about the use of AI in banks’ customer communication, broken down by age and prior experience with payment difficulties?
| Answer | Total | 18-34 years | 35-50 years | 51-65 years | Payment difficulties | No payment difficulties |
|---|---|---|---|---|---|---|
| AI makes communication faster. | 51% | 59% | 51% | 48% | 59% | 49% |
| AI makes communication friendlier. | 37% | 45% | 38% | 33% | 46% | 34% |
| AI offers better service because it's available 24/7. | 51% | 60% | 50% | 47% | 57% | 48% |
| AI helps me find information more easily. | 54% | 60% | 55% | 51% | 61% | 52% |
| AI provides more precise answers. | 36% | 43% | 37% | 33% | 46% | 32% |
| AI understands my concerns well. | 35% | 42% | 35% | 32% | 44% | 32% |
| AI can solve my problems effectively. | 35% | 45% | 34% | 32% | 44% | 31% |
| For sensitive topics, I prefer talking to AI rather than a human. | 29% | 38% | 30% | 24% | 39% | 25% |
| I miss the human touch in communication with AI. | 60% | 53% | 59% | 64% | 61% | 60% |
| AI scares me (e.g. because of data protection). | 38% | 42% | 37% | 37% | 42% | 36% |
| AI helps me keep track of my finances. | 34% | 41% | 36% | 29% | 44% | 30% |
Our study shows a clear direction in the use of AI services: customers want AI that is not only reactive but also proactive. They are ready for smarter services; now the banks need to deliver.
Marwin Ramcke
CEO EOS Group
Trust in AI by use case
Top 2 box on a scale from 5 “significantly more trust in AI” to 1 “significantly less trust in AI”
Trust in AI varies greatly by use case: it is highest for fraud detection and lowest for lending decisions. How much do respondents trust the decisions of an AI compared with the decisions of a bank employee in the following scenarios?
| Answer | Total | 18-34 years | 35-50 years | 51-65 years | Payment difficulties | No payment difficulties |
|---|---|---|---|---|---|---|
| AI decides whether I get approved for a loan. | 24% | 29% | 26% | 20% | 34% | 19% |
| AI suggests suitable investments / investment recommendations to me. | 31% | 38% | 31% | 28% | 39% | 28% |
| AI identifies suspicious transactions / fraud attempts on my account. | 44% | 47% | 43% | 42% | 49% | 42% |
| AI suggests tailored products to me. | 37% | 44% | 38% | 32% | 45% | 34% |
| AI advises me in case of payment arrears / liquidity shortages. | 32% | 40% | 31% | 28% | 41% | 28% |
| AI can effectively manage my regular transactions. | 32% | 37% | 32% | 31% | 40% | 29% |
Risks and concerns about using AI in customer support
Consumers’ biggest concern is AI’s susceptibility to error, followed by data protection concerns. Where do respondents see the greatest risks and concerns about the use of AI in banks’ customer support?
| Answer | Total | 18-34 years | 35-50 years | 51-65 years | Payment difficulties | No payment difficulties |
|---|---|---|---|---|---|---|
| Data protection and security of my personal data | 35% | 39% | 32% | 36% | 32% | 37% |
| Lack of empathy | 28% | 26% | 28% | 28% | 29% | 28% |
| Fear of errors / wrong decisions by AI | 46% | 45% | 47% | 46% | 44% | 48% |
| Lack of transparency about how decisions are made | 21% | 19% | 21% | 22% | 20% | 21% |
| The feeling of not being treated as an individual | 22% | 20% | 23% | 21% | 23% | 21% |
| No help with individual concerns | 25% | 23% | 24% | 26% | 27% | 24% |
| Possible discrimination through AI algorithms | 19% | 18% | 19% | 18% | 22% | 17% |
| Loss of jobs at the bank due to AI | 30% | 32% | 30% | 30% | 31% | 31% |
| I don't see any critical points. | 5% | 3% | 6% | 6% | 4% | 5% |
Concrete instalment plans
Those affected want AI to actively propose a concrete instalment plan when money is tight:
percent
of respondents
“AI lowers the barrier to dealing with financial problems – people step in where empathy and individual solutions are needed.”
Daniela Moaca, Senior Manager IT Romania
Proactive advice
Those affected want AI to suggest pausing an instalment:
percent
of respondents
Communication preference for payment difficulties by age group
Younger bank customers are more open than average to almost all AI applications, including sensitive topics such as payment difficulties. When it comes to clarifying payment difficulties or debts with the bank, who would respondents prefer to communicate with?
| Answer | Total | 18-34 years | 35-50 years | 51-65 years | Payment difficulties | No payment difficulties |
|---|---|---|---|---|---|---|
| Exclusively with a human | 46% | 38% | 47% | 50% | 41.6% | 48.6% |
| Preferably with a human, but AI as a first point of contact is fine | 39% | 42% | 39% | 38% | 38.7% | 39.6% |
| Preferably with AI, since the topic is uncomfortable for me | 8% | 14% | 8% | 6% | 13% | 6% |
| I don't mind (human or AI) | 6% | 7% | 6% | 7% | 7% | 6% |
Frequently asked questions
4,400 bank customers in 11 European countries, 400 per country, surveyed online in July 2026.
It depends on the task: for fraud detection, 44% trust AI more, while for lending decisions it’s only 24%.
13% of those affected would communicate exclusively with AI about payment difficulties, with no human contact at all. The desire for human support nonetheless remains dominant: 80% want to involve a human, whether from the start or after an initial AI contact.
Yes: 18- to 34-year-olds are considerably more open to almost all AI applications, for example when it comes to round-the-clock availability (60% vs. 47% for 51- to 65-year-olds).
The biggest concern is susceptibility to error (46%), followed by data protection (35%) and a lack of empathy (28%).
Questions about the study? Feel free to contact us.
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