# Bank Customers Embrace Gen AI Yet Remain Wary of Trust Issues

> Despite the increasing adoption of generative AI among bank customers, a significant trust deficit exists, highlighting the need for financial institutions to enhance transparency and reliability in their AI-driven offerings.

**Source**: bankingjournal.aba.com | **Published**: 2026-09-01 | **Type**: research

## Key Facts

- 72% of customers hesitate to share financial info with gen AI, indicating trust issues in tech adoption.
- Only 49% trust gen AI accuracy vs. 79% for bank websites, highlighting banks' competitive trust advantage.
- 58% use gen AI for product research, showing a shift in customer behavior towards tech-driven solutions.
- Concerns about biases in gen AI could create vulnerabilities for banks relying on AI for customer engagement.
- Gen Z and millennials favor gen AI, signaling a strategic shift banks must address to attract younger clients.

## Summary

A recent survey by Deloitte reveals a significant gap between the growing use of generative artificial intelligence (gen AI) among bank customers and their trust in the technology. While 58% of respondents reported utilizing gen AI to research banking products, a striking 72% expressed hesitation in sharing personal financial information with these tools. This dichotomy highlights a critical challenge for financial institutions as they navigate the integration of advanced technologies into customer service.

The survey illustrates that only 49% of bank customers trust the accuracy of information provided by gen AI, a stark contrast to the 79% who rely on traditional bank websites. This disparity underscores the long-standing trust banks have built through years of regulatory compliance and customer interaction. Deloitte emphasizes that banks must leverage this trust by ensuring their offerings are prominently featured in gen AI tools as these technologies become increasingly popular for financial research.

The generational divide in the survey results is noteworthy. While a majority of Gen Z, millennials, and Gen X respondents have engaged with gen AI for banking inquiries, baby boomers remain more skeptical, with less than half having done so. This trend suggests an opportunity for banks to tailor their marketing and educational efforts to younger demographics, who are more inclined to embrace innovative technologies. However, the hesitance among all age groups to share sensitive financial information indicates a broader concern about data privacy and security in the digital landscape.

As financial institutions explore the integration of gen AI into their services, they must address the underlying trust issues that customers have with these tools. The findings signal a need for banks to enhance transparency and demonstrate the reliability of AI-generated information. This could involve clearer communication about how gen AI works, the sources of its data, and the measures taken to ensure accuracy and mitigate bias.

Moreover, the concerns regarding biases in gen AI responses reflect a critical area for development. As customers worry that AI may favor certain products or services, banks must ensure that their algorithms are designed to provide balanced, unbiased information. This commitment to fairness could serve as a differentiator in a competitive market increasingly focused on ethical AI practices.

Looking ahead, banks that successfully integrate gen AI while addressing customer trust issues may gain a competitive edge. By fostering a transparent relationship with customers and emphasizing the security of their data, banks can position themselves as leaders in the digital transformation of financial services. The challenge will be to innovate responsibly, ensuring that the benefits of AI do not come at the expense of customer trust. As the market evolves, institutions that prioritize ethical AI practices will likely attract a more engaged customer base, paving the way for sustained growth in an increasingly digital banking environment.

## Entities

- **Companies**: Deloitte
- **Products**: bank products
- **Technologies**: generative artificial intelligence, gen AI

## Key Concepts

trust in technology, customer hesitation, bias in AI, accuracy of information, generational differences, financial research, banking regulations, customer experience

## Definitions

- **generative artificial intelligence**: A type of AI that can generate text, images, or other media based on input data.
- **bank products**: Financial services and products offered by banks, such as loans, accounts, and investment options.
- **trust**: The reliance on the integrity, strength, or ability of a person or technology to provide accurate information.
- **bias**: A tendency to favor one thing over another, which can lead to unfair outcomes in AI recommendations.
- **customer experience**: The overall perception and interaction a customer has with a bank or financial institution.

## Use Cases

- researching bank products using gen AI
- comparing bank services
- gathering financial information
- assessing loan options
- analyzing investment opportunities
- understanding banking regulations

## Frequently Asked Questions

**Why do bank customers hesitate to use generative AI?**

Many bank customers are hesitant to share personal information with generative AI tools due to concerns about privacy and data security. Additionally, there is a general distrust in the accuracy of the information provided by these tools.

**What percentage of customers trust information from bank websites?**

According to the survey, 79% of bank customers trust the accuracy of information from bank websites. This is significantly higher compared to the 49% who trust information from generative AI.

**How do generational differences affect the use of generative AI in banking?**

The survey indicates that younger generations, such as Gen Z and millennials, are more likely to use generative AI for researching bank products. In contrast, fewer than half of baby boomers reported using these tools.

**What role do banks play in building trust with customers?**

Banks have built trust over years through regulations and consistent customer experiences. This trust is crucial as generative AI tools become more popular for financial research.

**What are the concerns regarding biases in generative AI?**

Customers worry that generative AI may exhibit biases towards certain banks' services and products, which could lead to unfair recommendations and a lack of transparency in the information provided.

## Links

- [Read on Welcome.AI](https://welcome.ai/content/bank-customers-embrace-gen-ai-yet-remain-wary-of-trust-issues)
- [Original source](https://bankingjournal.aba.com/2026/09/survey-finds-many-bank-customers-use-gen-ai-but-dont-trust-it/)

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Source: Welcome.AI | https://welcome.ai/content/bank-customers-embrace-gen-ai-yet-remain-wary-of-trust-issues