The EOS Group’s latest EOS Banking AI Barometer finds that 46% of European consumers believe artificial intelligence has improved communication with their bank, while only 11% report a negative impact.
Where consumers see AI adding value in banking
Respondents value AI mainly for everyday, efficiency-oriented tasks:
- 54% consider AI helpful for finding information more quickly
- 51% value faster communication and 24/7 availability
These figures indicate that consumers generally accept AI as a tool to improve speed and accessibility.
Remaining reservations about performance and trust
Acceptance is lower regarding the technology’s deeper capabilities: perceived performance for understanding, accuracy and problem solving ranges only between 35% and 39%. Additionally, 60% of respondents say they miss the human element when communicating via AI, suggesting consumers view AI as a complement rather than a full replacement for human interaction.
Context matters — who prefers AI and when?
The survey shows attitudes vary by situation: 29% of respondents would prefer to communicate with AI in certain sensitive banking matters rather than with a human. The preference is stronger among younger customers: 38% of those aged 18–34 would choose AI in those cases.
Proactive financial support and early risk detection
Consumers also see potential in AI for proactive financial assistance, not just reactive customer service. Notable findings include:
- 61% would welcome alerts about the risk of overdraft
- 51% would find an AI-suggested personalised instalment plan useful if a payment is overdue
People who have previously experienced payment difficulties are especially open to such AI-supported solutions.
Views from EOS Group leadership
Marwin Ramcke, CEO of EOS Group, highlighted that the fact more than half of respondents miss human contact shows AI alone cannot be a comprehensive solution. He said the most successful banks will use AI to enhance their services, not to replace personal client relationships. Ramcke also noted customers want AI tools that not only respond to questions but help prevent problems.
Conclusions
According to the EOS Banking AI Barometer, AI can play an important role in modernising bank customer service and detecting or preventing financial problems early. Its success will depend on how banks apply AI in ways that align with customer needs while preserving opportunities for human interaction. The survey’s numbers suggest consumers welcome AI as a supplementary tool that improves access and proactive support, but not as a total substitute for personal service.
(Source: EOS Group — EOS Banking AI Barometer)
