Opportunities for generative AI in retail banking

Key Findings:

  1. Retail banking customers have mixed feelings about generative AI (GenAI). While optimistic about its impact on banking tasks, many are hesitant to adopt the technology
  2. Younger customers are more willing to use GenAI and want to use it for a wider range of tasks compared to older customers
  3. Customers are open to using GenAI for certain aspects of the customer experience where human service falls short, such as educating customers, reducing their burden, and speeding up interactions

Source: https://www.gartner.com/en/doc/803874-opportunities-for-generative-ai-in-the-retail-banking-experience