TECH SUPPLIER Mar 2020 - IDC Survey Spotlight - Doc # US46161120

Robots and AI in Consumer Banking: Customer Concerns

By: David WallaceResearch Director, Customer Intelligence and Analytics, Marc DeCastroResearch Director, Consumer Banking


This IDC Survey Spotlight analyzes consumer banking customer concerns on the replacement of humans with robots and artificial intelligence (AI) in employee-assisted banking channels, primarily the branch and ATM. The profiles of customers who expressed concerns were analyzed to gain additional insights. Consumer banking leaders and technology executives can use this information to compare with their internal surveys to identity possible changes to customer communications strategies and technology adoption.

This IDC Survey Spotlight presents key findings focused on the employee-assisted channels, primarily the branch and ATM, from the 2019 IDC Financial Insights U.S. Consumer Channel Preference Survey. This survey has been conducted annually by IDC Financial Insights over the last decade and provides customer sentiment and usage across the entire omni-channel experience, including branch, ATM, online banking, mobile banking, payment and money movement, conversational banking and account opening, and onboarding experiences. While the results of this document focus on the U.S. market, the survey was conducted in both the United States and across five of the major countries in Europe.


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