Signicat: 65% of consumers want AI help with financial applications, but only 11% would hand the application over to it
According to Signicat's European research, the issue is not opposition to AI: consumers want its help, but they want to keep control of the application.
What's happening
Signicat's research, as reported by Relación Cliente, found that 65% of consumers welcome AI assistance with financial applications as long as the decisions remain theirs. While 79% of institutions are ready to process applications initiated by AI, only 11% of consumers want AI to complete the application.
Whose desk it lands on
The executive in charge of digital channels. Which step in the application flow will you hand to AI, and which will you reserve for the customer's approval?
Our view
The CX Brief's interpretation, not a claim made by the source.
The readiness of 79% of institutions does not change the line consumers have drawn: only 15% trust AI to use their identity, and only 14% trust it to sign contracts on their behalf. The institutions are prepared, but the authority rests with the customer.
