Young Europeans Embrace Banking AI While Facing Greater Payment Pressure
Young Europeans are more open to using artificial intelligence in banking, but they also report greater difficulty making payments, according to the EOS Banking AI Barometer. The study found that customers aged 18 to 34 place particular value on round-the-clock AI availability, speed and financial control.
- 60% of customers aged 18 to 34 value banking AI available around the clock.
- 36% of people aged 18 to 34 reported difficulty paying an instalment.
- 28% of younger respondents use AI chatbots, compared with 13% of those aged 51 to 65.
- 14% of people aged 18 to 34 prefer discussing debt exclusively with AI.
- The survey covered 4,400 bank customers in 11 European countries.
Younger customers see practical benefits in banking AI
EOS Holding said the study is based on a representative online survey by PureSpectrum of 4,400 bank customers aged 18 to 65 in 11 European countries. The survey was conducted in July 2026.
Among respondents aged 18 to 34, 60% valued AI being available around the clock. That compared with 47% among customers aged 51 to 65. Speed was valued by 59% of younger respondents, versus 48% of the older group, while 41% of those aged 18 to 34 valued the ability to control their finances, compared with 29% of customers aged 51 to 65.
Use of AI chatbots was also higher among younger customers. The study found that 28% of people aged 18 to 34 use AI chatbots, compared with 13% of those aged 51 to 65.
Financial difficulties are more common among younger respondents
The stronger interest in digital banking tools comes as younger customers report more financial strain. According to the study, 36% of people aged 18 to 34 had experienced difficulty paying an instalment, compared with 30% of respondents across all age groups.
EOS said this combination of high digital adoption and financial pressure creates a need for AI tools that can respond to the circumstances of younger customers. Jana Titov, director of finlit, a nonprofit organisation focused on financial education for children and young people, said younger people regard AI as a natural part of their lives and need tools that understand and adapt to their financial situation.
Some prefer discussing debt with AI
Younger respondents were also more receptive to using AI when dealing with payment difficulties. Fourteen percent of people aged 18 to 34 said they would prefer to discuss debt exclusively with an AI. Among those aged 18 to 24, the figure rose to 17%.
Titov said younger people respond better to digital and AI-based proposals. She also pointed to a lack of basic financial skills and said those skills are needed to assess AI recommendations critically. According to Titov, financial education should begin early and remain independent of commercial interests.
What the findings mean for banking services
The results suggest that banks face two connected demands from younger customers: accessible digital support and help with financial vulnerability. The figures support developing AI services that are available at any time and can provide faster assistance, while ensuring users have enough financial knowledge to judge the guidance they receive.
For customers facing payment problems, the findings also indicate that AI could become an accepted channel for discussing debt, particularly among younger age groups. The study does not establish that AI services resolve payment difficulties, but it shows a greater willingness among younger respondents to use them in that situation.
