Young adults embrace AI banking services despite financial pressure

Availability and speed drive AI adoption

The study found that 18- to 34-year-olds particularly value AI support from their banks for its round-the-clock availability, speed and ability to provide an overview of their finances. Sixty percent of respondents in this age group valued services available around the clock, compared with 47 percent of customers aged 51 to 65.

Speed was important to 59 percent of younger respondents, versus 48 percent of the older group. Financial oversight was valued by 41 percent of 18- to 34-year-olds, compared with 29 percent of those aged 51 to 65.

Usage also differed between the age groups. Twenty-eight percent of younger respondents already use their bank's AI chatbots, while the figure was 13 percent among customers aged 51 to 65. The results point to a stronger acceptance of automated communication among younger bank customers.

Financial pressure accompanies greater technology acceptance

The survey presents a contrast between young customers' comfort with AI and their reported financial circumstances. While 36 percent of 18- to 34-year-olds said they had experienced difficulties making an installment payment to their bank, the figure for the population as a whole was 30 percent.

Jana Titov, managing director of the finlit foundation, said younger generations treat AI use as normal, while also needing tools that reflect their financial circumstances. “Using AI is second nature to younger generations. At the same time, 36 percent of 18- to 34-year-olds report experiencing payment difficulties, compared with 30 percent across the population as a whole. This generation needs AI tools that understand their financial reality and meet them where they are,” Titov said, according to the study release.

The finlit foundation is described in the release as a nonprofit organization dedicated to financial education for children and young people.

AI support is also being considered for debt discussions

The research found a particularly high level of openness to AI assistance when customers face debt or payment problems. Fourteen percent of respondents aged 18 to 34 said they would prefer to discuss debt exclusively with AI. Among 18- to 24-year-olds, the share rose to 17 percent.

EOS said the findings also highlight the importance of financial knowledge. The release says basic financial skills are needed to assess AI responses and financial offers properly. Titov called for financial education to start early, be structurally embedded and remain independent of commercial interests.

What the findings mean for banks and users

For banks, the results indicate that younger customers are already receptive to AI-based communication, including in sensitive situations involving payment difficulties and debt. The survey also shows that convenience alone does not remove the need for understandable and appropriate financial guidance.

The EOS Banking AI Barometer was an online survey of 4,400 bank customers aged 18 to 65 in eleven European countries. PureSpectrum conducted the representative survey in July 2026. The release says further information, infographics and downloads are available on the study page.