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July 17, 2025
Bank Customers Seek Better Accuracy and More Personalization From Chatbots
Methodology
Data is from the July 2025 Deloitte "Consumer Banking Survey 2025." 2,027 US banking customers were surveyed online during January 2025. Respondents were drawn from a mix of demographic cohorts, including variations in generation, gender, and income level. Generational definitions were as follows: baby boomers (1946-1964), Generation X (1965-1980), millennials (1981-1996), and Generation Z (1997-2003). The data was analyzed by demographic group to examine trends in banking behavior and preferences across different population segments.Chart Title
Bank Customers Seek Better Accuracy and More Personalization From ChatbotsPublication Date
July 17, 2025