ING Deutschland survey highlights customer demands for AI transparency in banking
A study commissioned by ING Deutschland reveals that while customers are increasingly open to AI-driven advice, they require human oversight and clear decision-making processes.
A recent YouGov survey conducted for ING Deutschland indicates that 54 percent of customers are receptive to purely digital, AI-driven financial advice. While 68 percent of respondents are open to using AI for specific banking tasks, they have set strict conditions for its integration: 64 percent demand transparency regarding how AI generates advice, and 72 percent state that the ability to switch to a human advisor is essential for trust.
Customer appetite for AI is highest for routine inquiries, such as service questions and product searches, with adoption rates rising significantly among Generation Z. However, even among younger users, there is a clear preference for human accountability. For many customers, the willingness to use AI is tied to tangible benefits, such as reduced costs or better financial oversight.
ING Deutschland CEO Lars Stoy noted that the sector is shifting toward a model of highly personalized interaction. According to Stoy, banks must balance the speed and accessibility of digital tools with the security provided by human responsibility to meet evolving consumer expectations.