Data Drop: 4 Charts on US Banking Consumers’ Attitudes Toward AI

In our US Banking Consumer Habits 2024 survey, we asked 1,325 US checking and savings account holders how they would feel about their banks using AI to improve their banking experiences.

Broadly, consumers are still apprehensive about banks deploying AI. But there are nuances in these broader trends that banks must understand to balance innovation with keeping consumers’ trust as they lean into AI usage. Here are four charts that unpack consumers’ attitudes toward this transformative technology.

Fighting fraud is the most accepted AI banking use case, but a plurality of consumers reject all use cases

Well over a third (35.8%) of consumers in our sample don’t want their bank to use AI at all, the most selected response to our question. Among consumers who aren’t flat-out opposed to AI usage, the highest proportion (22.1%) support its application in providing real-time fraud alerts. Anti-fraud measures are top of mind for US banking consumers: Alerts for unusual account activity were the most wanted feature in our US Mobile Banking Emerging Features Benchmark 2024.