ArticlesPricing

Products

See All Solutions →
By ProductEMARKETER PRO+Analyst Access Program
By Use CaseDetermine Market SizingDevelop StrategiesAllocate BudgetBenchmark PerformanceWin New BusinessDevelop Go-to-Market StrategyStay InformedThought LeadershipSee All Use Cases →
Advertising & Sponsorship
Boost your brand and generate demand with media programs.
Learn More →

Events & Resources

Learning Center
Read through guides, explore resource hubs, and sample our coverage.
Learn More →
Events
Register for an upcoming webinar and track which industry events our analysts attend.
Learn More →
Podcasts
Listen to our podcast, Behind the Numbers for the latest news and insights.
Learn More →

Topics

See All Topics →
Advertising & MarketingSocial MediaContent MarketingEmail MarketingVideoBrowse All →
Ecommerce & RetailEcommerce SalesMcommerceRetail SalesSocial CommerceBrowse All →
Financial ServicesBankingPaymentsFintechWealth ManagementBrowse All →
GeographiesAsia-PacificCentral & Eastern EuropeLatin AmericaMiddle East & AfricaNorth AmericaWestern Europe
HealthValue-Based CareDigital TherapeuticsTelehealthOnline PharmacyBrowse All →
TechnologyConnected Devices5GArtificial Intelligence (AI)Browse All →
More IndustriesReal EstateCustomer ExperienceB2BTravelSmall Business (SMB)Browse All →

Latest Articles

Explore our Research →

Consumers unwilling to pay for AI features

Article |
 Jul 30, 2025

The big answers: EMARKETER Daily quiz

Article |
 Jul 29, 2025

Younger generations concerned most with cost of living

Article |
 Jul 29, 2025

Brands prioritizing engagement, loyalty in influencer marketing

Article |
 Jul 29, 2025

OpenAI’s upcoming GPT-5 unifies models, widens ChatGPT's lead

Article |
 Jul 29, 2025

De minimis crackdown puts pressure on UPS’ cross-border business

Article |
 Jul 29, 2025

Brazil’s streaming shakeup: Prime Video tops Netflix as ad-supported rivals surge

Article |
 Jul 29, 2025

Some companies expand US manufacturing amid trade policy shifts

Article |
 Jul 29, 2025

Citi’s Strata Elite enters the arena to compete with Chase’s Sapphire Reserve, Amex’s Platinum

Article |
 Jul 29, 2025

Drugs coming from the EU will face a 15% tariff

Article |
 Jul 29, 2025
Browse All →

About

Our Story
Learn more about our mission and how EMARKETER came to be.
Learn More →
Our Clients
Key decision-makers share why they find EMARKETER so critical.
Learn More →
Our People
Take a look into our corporate culture and view our open roles.
Join the Team →
Our Methodology
Rigorous proprietary data vetting strips biases and produces superior insights.
Learn More →
Newsroom
See our latest press releases, news articles or download our press kit.
Learn More →
Contact Us
Speak to a member of our team to learn more about EMARKETER.
Contact Us →
EMARKETER

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
Download
Report
Executive Summary
Share
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)
E-Mail ChartDownload

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.

Here’s what’s in the full report

2files

Exportable files for easy reading, analysis and sharing.

2charts

Reliable data in simple displays for presentations and quick decision making.

1expert perspective

Insights from industry and company leaders.

    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

    authors

    Sherry Fairchok

    Contributors

    Suzy Davidkhanian
    Principal Analyst, Retail & Ecommerce
    David Morris
    Principal Analyst
    Already have a subscription?Sign In

    Access All Charts and Data

    Gain access to reliable data presented in clear and intelligible displays for quick understanding and decision making on the most important topics related to your industry

    Become a Client
    Unlock Unlimited Insights with PRO+
    Schedule a Demo