Low openness to artificial intelligence
The vast majority of retail customers in Poland (about 70%) are aware that banks use solutions based on artificial intelligence (AI), But close to every third customer declares a lack or very low openness to the use of these solutions when buying products and services, It results from the study of the Kearney consulting company. The main fears of customers using AI tools relate to the inability to obtain satisfactory answers (57%) and the risk of obtaining incorrect answers (55%).
The Kearney study shows that about 70% of customers realize that in the last year the bank intended to interact with them using AI tools. Nearly every third customer declares a lack or very low openness to the use of these solutions when buying products and services, and almost half (45%) is not fully convinced. Only 25% indicates full readiness to use AI tools. The youngest (18-24 years), who are usually better familiar with new technologies, declare openness lower than other age groups, which may result from greater knowledge about threats that may flow from the use of such technologies, was given.
“Artificial intelligence It becomes one of the key technologies transforming the banking sector in the world. Banks are currently operating under strong pressure from dynamically developing fintechs and growing customer expectations. The banking sector therefore faces a real challenge to try to improve the efficiency, availability and adaptation of services to the needs of customers, do not discourage them, using AI solutions in a way for customers incomprehensible or not confirming their expectations, “said the partner and managing director of Kearney in CEE and co -author of the report Krystian Kamyk, quoted in the announcement.
Why does customers do not want to use AI?
The main fears of customers using AI tools concern inability to obtain satisfactory answers (57%) and risk of obtaining incorrect answers (55%). They are in the next places in the poll Fears of lack of contact with man (44%), mismatch of the offer to the needs (28%) and inefficient funds management (24%). Only 7% of respondents indicated that there are no concerns related to the use of AI.
AI help? Yes, but only with simple services
“Among the products that customers are willing to buy only with the support of AI, they are most often mentioned The most standard: account opening (50%), obtaining a card (43%) or setting up a deposit (35%). In more complex matters, such as taking a loan or buying an investment product, the number of positive answers is significantly decreasing ” – we read further.
Customers declare the greatest openness to use AI tools in the Bank’s mobile application (39%), and slightly smaller on the website (36%). The desire to use such solutions decreases significantly in the case of a hotline, where customers want to have contact with other people – only every tenth respondent is ready to interact with the AI tool in this communication channel, emphasized.
Customers value contact with people
Attachment of customers to contacts with a bank employee means that in The next years will be the hybrid service model that connects AI tools and advisers. AI solutions will ensure the possibility of fully automatic service, and in the case of customers expecting traditional contacts or solutions of non -standard matters should also allow easy “switching” – then their role would be limited to providing the advisor of useful information and client tips, indicated in the material.
“Banks have already started this process, but They have to do a huge job to change the perception of customers regarding AI solutions and encourage them to use this type of tools. In the coming years, AI solutions should support and not replace advisors in banks, providing them with contextual data and recommendations ” – summed up the director at the Kearney office in Warsaw and co -author of the report Karolina Leśkiewicz.
The Kearney study on the use of AI solutions in Polish banks was conducted in April 2025 on a representative sample of retail clients.
(ISBnews)
