ING: Bank Customers Demand Transparency and Control in AI Use
A survey commissioned by ING Deutschland reveals that bank customers are open to AI-driven advice but require transparency, control, and the option of human contact.
Frankfurt am Main – ING Deutschland has released findings from a new survey detailing customer expectations regarding the use of artificial intelligence (AI) in banking services. The survey indicates that a majority of customers (54 percent) are prepared to consider AI-driven digital advice tailored to their personal financial situation and offering personalized recommendations.
The research highlighted a particular openness to AI-powered advice among younger demographics. Among Generation Z, 71 percent can envision such digital guidance, with 84 percent open to its use in specific applications. Overall, 68 percent of customers are interested in AI for at least one of the scenarios presented, such as everyday banking questions or product information.
However, customers are setting clear conditions for AI implementation. It is considered very important (64 percent) for banks to disclose where AI makes decisions and where it does not. Despite interest in digital advice, 72 percent of customers insist on the ability to switch to a human contact at any time. ING Deutschland CEO Lars Stoy noted that AI can merge the advantages of digital banking with individual counseling.
Customers perceive concrete financial benefits, such as improved interest rates or automated alerts for cost avoidance, as key to increasing their acceptance of AI-driven advice. Approximately 39 percent of customers stated that better interest rates would enhance their openness to AI-powered guidance. ING Deutschland sees AI as a catalyst for a new banking model that integrates digital efficiency with personalized customer service.