29% of Europeans would rather discuss sensitive money matters with AI than a human
Nearly one in three European bank customers (29 percent) would rather talk to AI than a human employee about sensitive financial topics, according to the EOS Banking AI Barometer. The study from EOS Group also finds that 46 percent report better communication with their bank through AI support, while only 11 percent see a decline in service quality.
- 46 percent of European consumers report improved communication with their bank through AI, while 11 percent see a decline.
- 29 percent would prefer AI over a human for sensitive banking topics, rising to 38 percent among 18-34-year-olds.
- 60 percent miss the human touch in AI communication, and only 35 to 36 percent trust AI to understand needs and solve problems.
- 61 percent want proactive overdraft alerts and 51 percent value AI-powered payment plan suggestions.
- The survey covered 4,400 bank customers in eleven European countries in July 2026.
Acceptance where technology helps
The EOS Banking AI Barometer examines how European consumers evaluate artificial intelligence in the banking sector. According to EOS Group, personal advice has long been seen as an essential part of banking relationships, and this perception is now shifting.
Of those surveyed, 46 percent say customer communication has improved through AI support, compared with 11 percent who perceive a decline in service quality. The 29 percent who would prefer AI for sensitive banking matters rise to 38 percent among 18-34-year-olds.
Consumers show the highest acceptance for practical functions. More than half of respondents (54 percent) value AI for helping them find information, and 51 percent praise faster communication and round-the-clock availability.
Limits: trust and the human touch
The study also shows clear limits. Only 35 to 36 percent of respondents trust AI to understand their needs, act with precision and solve problems effectively. In addition, 60 percent miss the human touch in AI communication.
Marwin Ramcke, CEO of the EOS Group, said the figures are "a clear signal for AI acceptance in customer service", but that the 60 percent who miss the human element show that "AI alone is not the answer". In his words, the best banks use AI as a tool for better service, not as a replacement for relationships.
Demand for proactive help
Respondents see potential for AI in financially challenging situations, moving from reactive answers to anticipation. According to the study, 61 percent want alerts that warn of potential overdrafts, and 51 percent value AI-powered payment plan suggestions when facing outstanding receivables.
Consumers who have previously experienced payment difficulties are notably more open to AI-powered support services from banks than the general population. Rather than only answering inquiries, AI systems could proactively warn of financial risks and recommend tailored assistance. Ramcke said: "Customers are ready for smarter services, banks just need to deliver."
About the survey
For the study, titled "How Europe really feels about AI in banking", 4,400 people in eleven European countries were surveyed, with 400 respondents per country. The countries are Bulgaria, Croatia, France, Germany, Greece, Poland, Portugal, Romania, Slovenia, Spain and Switzerland.
The data was collected online in July 2026. The target group was bank customers aged 18 to 65, and the study was representative of the population, according to EOS.
EOS Group describes itself as a technology-driven investor in receivables portfolios and an expert in processing outstanding receivables. It has offices in more than 20 countries, employs close to 6,000 people and is part of Otto Group.
What it means for banks
The findings suggest that customers are open to AI in banking where it saves time or provides information, and that interest is growing for proactive features such as overdraft warnings. Trust in AI's ability to understand needs and solve problems remains limited, and a majority still want human warmth in communication. EOS concludes that banks should position AI as a service tool alongside, not instead of, personal relationships.
