EOS Group: 29% of respondents prefer to discuss sensitive financial issues with AI

AI Demonstrates Value in the Banking Industry: A EOS Group report indicates that 29% of respondents prefer to discuss sensitive financial issues with AI.

• 46% of European consumers stated that with the help of AI, their communication with banks has improved.
• 29% of respondents stated that when dealing with sensitive financial issues, they would prefer to converse with AI rather than communicating with real people.
• 61% of respondents hope to receive proactive reminders generated by AI to warn of potential overdrafts in their accounts.

Hamburg, Germany, October 15, 2026 / PRNewswire / -- For a long time, personalized recommendations have been considered an important part of banking relationships. The latest release from EOS Group, the “EOS Banking AI Barometer (Banking AI Barometer)”, indicates that this view is changing.

This study analyzed how European consumers view artificial intelligence in the banking industry. 46% of respondents stated that customer communication has improved with the support of AI, while only 11% believed that service quality has declined. Consumers are willing to accept technology when it is truly useful. Nearly a third of respondents (29%) indicated that they prefer to communicate with AI rather than with human employees when handling sensitive banking transactions. Among the younger group aged 18 to 34, this proportion rises to 38%.

However, the research also indicates that there are still limitations with AI. Only 35% to 36% of respondents believe that AI is capable of understanding their needs, taking appropriate actions, and effectively solving problems. In contrast, consumers have a higher level of acceptance of AI in terms of information access, response speed, and availability. More than half of the respondents (54%) recognize the role of AI in helping to find information; another 51% of respondents emphasized that AI improves communication speed and can provide services around the clock.

Despite these advantages, the survey also revealed a key contrasting finding: 60% of respondents stated that when communicating through AI, they miss the interaction between people.

EOS Group CEO Marwin Ramcke stated: "46% of customers indicate that AI has improved the service, while only 11% believe that it has worsened. This clearly shows that the acceptance of AI in customer service is on the rise. However, those 60% of respondents who miss the personal touch also told us that relying solely on AI is not a solution. The best banks use AI as a tool to provide better service, rather than as a substitute for human relationships."

From Information Assistant to Financial Advisor

According to the respondents, customer service based on AI has great potential, especially in complex financial situations.

Ramcke indicates: "Our research has revealed a clear trend in the use of AI services: customers are now ready to accept more than just passive responses from AI. What they seek are services with intelligent predictive capabilities. 61% of respondents would like to receive alerts about potential account overdrafts, and 51% of respondents agree with AI's recommendation of repayment plans when there is outstanding debt."

Consumers who have previously experienced difficulties in repaying loans are significantly more open to accepting bank assistance based on AI than the general population. The AI system does not need to respond only after customers raise issues; it can also proactively alert them to financial risks and recommend personalized solutions.

Ramcke summarized, 'Customers are already ready to receive smarter services, and all that banks need to do now is to provide these services.'

About this research

In this study titled “EOS Banking AI Barometer”, EOS Group investigated European consumers’ real views on artificial intelligence in the banking industry. The survey covered 4,400 people from 11 European countries: Bulgaria, Croatia, France, Germany, Greece, Poland, Portugal, Romania, Slovenia, Spain, and Switzerland, with 400 respondents from each country. The survey focused on their attitudes towards the use of artificial intelligence in bank communications.

Data was collected in July 2026, targeting bank customers aged 18 to 65. The study was conducted online, and the results are generally representative. EOS Group indicates that more information, infographics, and download materials regarding EOS Banking AI Barometer can be found on the relevant pages.

About EOS Group

EOS Group indicates that the company is a leading investor in technology-driven accounts receivable portfolios and also a professional institution in the field of uncollected credit management. EOS has over 50 years of experience and its services cover more than 20 countries, providing intelligent accounts receivable management services globally. Its key service industries include banking, real estate, telecommunications, utilities, and e-commerce. EOS employs approximately 6,000 people and is affiliated with Otto Group.

For more information, please visit: www.eos-solutions.com