Home / Technology / AI Transforms Banking: Majority of Customers Embrace Chatbots and Personalized Alerts
AI Transforms Banking: Majority of Customers Embrace Chatbots and Personalized Alerts
18 Nov
Summary
- Over 50% of bank customers have used AI-powered tools like chatbots
- 85% of financial institutions use AI to drive operational efficiency
- 62% of customers willing to try AI-driven personalized account alerts
As of November 18, 2025, AI is quickly reshaping the banking landscape. According to a recent survey, more than half (54%) of bank customers have used a generative AI tool, with the adoption rate even higher among the under-40 population at 72%.
Financial institutions are rapidly embracing AI to drive operational efficiency, with 85% of banks utilizing these technologies for this purpose. Another 70% are prioritizing the use of AI to foster innovation and remain relevant in the rapidly evolving banking sector.
While AI-powered chatbots have become a common feature, with only 37% of U.S. banking customers not having interacted with one, there is still room for improvement. While 78% of customers prefer chatbots for their quick responses and 69% for their ability to handle simple queries, 74% still prefer to speak with a human representative for routine inquiries.
Looking ahead, 62% of bank customers are willing to try AI-driven personalized account alerts to help them avoid service charges and fees, indicating that leveraging technology to save customers time and money is a significant selling point.
