Foresight Research: Consumer Resistance to Banking AI in Georgia

Few banks are disclosing the number of AI users that engage with their chatbots. Bank of America reported about 20 million or about 30% of their customers arere using ERICA – their chatbot. ERICA has been in use for about 4 years, So, Foresight Research wondered about consumer resistance to AI and chatbots and surveyed 400 consumers of banking products and services to find out the resistance to AI in Georgia. To start with, about 85% of all consumers are comfortable with asking banking questions or gathering advice on investments, loans or retirement planning in-person. But when asked about call center text message engagement that number drops to about 2 of 3 customers.