AI in Banking Chatbots 2024

What’s Driving and Delaying GenAI Integration—and Consumer Adoption—in Canada, the US, and UK

Generative AI (genAI) will add a human touch and greater personal relevance to the stilted scripts through which banking chatbots currently force-march their customers. We look at what will impact consumer adoption of AI-enabled chatbots in Canada, the US, and the UK—and each market’s embrace of genAI.

Key Question: What’s driving the integration of genAI into customer-facing banking chatbots, and how will those factors impact financial institutions’ (FIs’) digital strategies?

Key Stat: A total of 48% of surveyed US bank executives plan to use genAI to enhance customer-facing chatbots and virtual assistants, per an October 2023 Google Cloud survey. This increased exposure will drive further consumer adoption of interactive chatbots.

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    Table of Contents

    1. Executive Summary
    2. Chatbots are becoming critical to banking customer relationships, but they’re still a work in progress
    3. Rivalry across the Big Six banks has led to wide AI chatbot availability in Canada
    1. Despite US leadership in AI technology, consumers have been slower to adopt AI banking chatbots
    2. Though UK consumers have welcomed tech-forward neobanks, they lag in AI banking chatbot adoption
    3. Insider Intelligence Interviews
    1. Sources
    2. Media Gallery

    Interviewed for This Report

    Magnus Revang
    Chief Product Officer
    Interviewed December 1, 2023

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    Sherry Fairchok


    Suzy Davidkhanian
    Principal Analyst, Retail & Ecommerce
    David Morris
    Principal Analyst

    "Behind the Numbers" Podcast