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.
61% want AI alerts on potential overdrafts
Customers are moving beyond reactive AI toward anticipatory services. Besides the 61% who want overdraft warnings, 51% value AI-generated payment plan suggestions when facing outstanding receivables.
Consumers who have experienced payment difficulties are notably more open to AI-powered bank support than the general population. Ramcke said, "Customers are ready for smarter services – banks just need to deliver."
Survey covers 4,400 bank customers in 11 countries
EOS surveyed 400 respondents aged 18 to 65 in each of Bulgaria, Croatia, France, Germany, Greece, Poland, Portugal, Romania, Slovenia, Spain and Switzerland. The online survey was conducted in July 2026 and is representative of the population.