AI in Banking Chatbots 2024

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

Report by Sherry Fairchok  | Jan 16, 2024
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Executive Summary
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Table of Contents
Executive Summary
Chatbots are becoming critical to banking customer relationships, but they’re still a work in progress
Rivalry across the Big Six banks has led to wide AI chatbot availability in Canada
Despite US leadership in AI technology, consumers have been slower to adopt AI banking chatbots
Though UK consumers have welcomed tech-forward neobanks, they lag in AI banking chatbot adoption
Insider Intelligence Interviews
Sources
Media Gallery
About This Report
Consumers’ adoption of AI banking chatbots varies by country. Though the US and UK promote their tech-friendly banking environments, the geographically concentrated, Big-Six-focused Canadian market has taken the lead in embracing this much-hyped tech.
Topics
Banking
Artificial Intelligence (AI)
United States
Canada
UK
Table of Contents
Executive Summary
Chatbots are becoming critical to banking customer relationships, but they’re still a work in progress
Rivalry across the Big Six banks has led to wide AI chatbot availability in Canada
Despite US leadership in AI technology, consumers have been slower to adopt AI banking chatbots
Though UK consumers have welcomed tech-forward neobanks, they lag in AI banking chatbot adoption
Insider Intelligence Interviews
Sources
Media Gallery

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?

Ways in Which Generative AI Is Being Integrated Into the Banking Industry According to US Banking Executives, Oct 2023 (% of respondents)
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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

    Charts in This Report

    Ways in Which Generative AI Is Being Integrated Into the Banking Industry According to US Banking Executives, Oct 2023 (% of respondents)What Is Stopping UK Adults From Using AI? (% of respondents, March 2023)

    Interviewed for This Report

    Magnus Revang
    Openstream.ai
    Chief Product Officer
    Interviewed December 1, 2023

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    authors

    Sherry Fairchok

    Contributors

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