EOS survey finds 29% prefer AI for sensitive banking topics

Oct 15, 2026
An EOS Group survey of 4,400 bank customers across 11 European countries found that 29% would prefer discussing sensitive financial topics with AI rather than a human.

A survey from EOS Group found that 29% of respondents would prefer discussing sensitive banking matters with AI rather than a human, the company said in a press release. The share rose to 38% among respondents aged 18 to 34.

Overall, 46% said AI had improved communication with their bank, while 11% reported a decline. Respondents most often valued AI for finding information, cited by 54%, while 51% pointed to faster communication and round the clock availability. However, 60% said AI communication lacked a human element, and only 35% to 36% trusted AI to understand their needs, provide precise responses and solve problems.

The survey also found that 61% wanted AI alerts about potential account overdrafts, while 51% valued AI suggestions for payment plans when they had outstanding debts. The online survey covered 4,400 bank customers aged 18 to 65 across 11 European countries, with 400 respondents in each country. Data was collected in July 2026.

EOS Group invests in receivables portfolios and provides receivables management services, with banking among its key sectors, and the figures reflect what respondents said in the survey.

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