EOS Group

Hamburg – October 15, 2026 -- Some 29% of European bank customers would rather discuss sensitive financial matters with AI than with a human employee, according to the EOS Banking AI Barometer published by EOS Group. Among 18-34-year-olds, the share rises to 38%.

46% of consumers report better bank communication through AI

Only 11% of respondents perceive a decline in service quality. Some 54% value AI for helping them find information, and 51% praise faster communication and round-the-clock availability.

Trust in AI's problem-solving ability stays at 35-36%

Only 35% to 36% of respondents trust AI to understand their needs, act with precision and solve problems effectively. Some 60% miss the human touch in AI communication.

EOS Group CEO Marwin Ramcke said the best banks use AI as a tool for better service, not as a replacement for relationships.