EOS Group: 29% of Europeans Prefer Talking to AI About Banking Matters
A study by EOS Group reveals that 29% of European consumers would rather discuss sensitive banking topics with AI. 46% report improved communication with their bank thanks to AI.
A significant shift in consumer preference regarding banking interactions is emerging, according to the EOS Banking AI Barometer study. The research indicates that 46% of European consumers have experienced improved communication with their banks due to AI support, with only 11% reporting a decline in service quality.
The study highlights a notable trend: nearly one in three respondents, or 29%, would prefer to discuss sensitive financial matters with AI rather than a human bank employee. This preference is even higher among younger demographics, aged 18-34, where it reaches 38%.
While consumers value AI for its efficiency in information retrieval (54%), faster communication (51%), and 24/7 availability (51%), a significant portion, 60%, still misses the human element in AI-driven interactions. This suggests that AI is seen as a complementary tool rather than a complete replacement for human interaction.
Marwin Ramcke, CEO of EOS Group, stated that the findings signal a clear acceptance of AI in customer service, but also underscore the need for a balanced approach. Consumers are also ready for more proactive AI services, such as alerts for potential overdrafts (61%) and AI-powered payment plan suggestions (51%), especially for those facing financial challenges.
The EOS Banking AI Barometer surveyed 4,400 individuals across eleven European countries in July 2026 to gauge attitudes toward AI in banking communications.