25% want AI to make decisions about their personal finances

• A narrow majority see AI in finance as an opportunity: hopes for good advice, but also concerns about fraud.
• One in four trusts AI more than a human financial adviser.
• Banking apps and mobile payments are becoming increasingly important.

Berlin, 21 May 2026 – Whether it is investing, financial planning or advice, artificial intelligence has also arrived in the financial sector. However, Germans view it with mixed feelings. While more than one in four people (27%) can imagine leaving most of their financial decisions to AI in the future, around half (49%) fundamentally reject the use of AI in financial matters. At the same time, 56% of Germans see the use of AI in finance as an opportunity, while 40% see it as a risk. These are the findings of a survey of 1,004 people aged 16 and over in Germany, commissioned by the digital association Bitkom. 

As is often the case, attitudes towards AI in the financial sector vary by age: younger people are particularly open. In the 16–29 age group, 68% see AI applications in finance as an opportunity, compared to just over a third (35%) among those aged over 65. “AI is already changing the financial sector, and in the long term there is unlikely to be a bank that does not use AI. However, many consumers still need to be convinced of the benefits of financial AI,” said Bitkom President Dr Ralf Wintergerst. “Finance is a matter of trust. That is why AI applications in this area must be transparent, secure, and their outputs understandable.”

High trust in AI advice, but growing concern about fraud 

More specifically, hopes for good advice from AI are contrasted with concerns about financial fraud: three in ten Germans (30%) believe AI can explain financial matters better than a human, and one in four (24%) even trust AI more than human financial advisers. At the same time, 62% of Germans are increasingly worried about fraud involving AI. So far, one in four (25%) has already asked an AI application such as ChatGPT for financial advice, according to their own statements. “AI is not only supporting traditional financial advice, it is increasingly competing with it,” said Wintergerst. 

Whether innovative AI applications, traditional online banking or video consultations: many bank customers see room for improvement in their banks’ digital services. On average, banks receive a “satisfactory” grade (3.0) for their current digital offerings. This remains largely unchanged compared to previous years (2025: 3.1; 2024: 2.9; 2023: 3.1). “Most banks have made very good progress in digitalisation in recent years, but customer expectations are also rising,” said Wintergerst.

App and mobile payment are becoming more important for customers 

Digital services are a key factor for many customers when choosing a bank – and in some cases they even outweigh traditional criteria such as branch networks or personal advice. While the level of bank fees remains the most important factor at 94%, a user-friendly banking app already ranks second, considered important by 87%. Apps have thus gained significantly in importance compared to the previous year (2025: 78%). The ability to use mobile payment services has also increased, rising from 62% (2025) to 72%. In the digital area, a broad range of online banking services is important to 70% of respondents, while the availability of cryptocurrencies is relevant to only one fifth (21%). 

At the same time, traditional criteria remain important: 87% of consumers value a large number of free-to-use ATMs, and 79% want fee-free access to cash abroad from their bank. However, easily accessible bank branches now matter greatly to fewer than half of respondents (45%; 2025: 50%), and personal advice is important to exactly half (50%; 2025: 54%).

Online banking remains the standard – bank branches under pressure 

Fifty-five per cent of bank customers say they would not miss physical branches, and just as many (55%) only visit a branch when their concern absolutely requires it. Four in ten (39%) say they can be advised just as well online as in a branch consultation. Wintergerst said: “Everyday banking is now carried out largely digitally. It is therefore all the more important that customers in local branches are not only treated in a friendly manner, but also receive highly competent support and advice on complex issues.” 

Online banking remains highly popular in Germany, but is no longer growing in importance: 84% of Germans use such services (2025: 86%; 2023: 81%). Among those under 65, almost everyone now uses online banking (16–29 years: 90%; 30–49 years: 95%; 50–64 years: 95%). Older people are more cautious: while most in the 65–74 age group still use online banking (78%), among those aged 75 and over it drops to around one third (35%). 

For most users, online banking is now the main way of accessing their bank: 39% rely exclusively on online access, 46% also visit a branch occasionally. By contrast, only 12% mainly go to a local branch and only use online banking occasionally.

For half of users, the online banking app is the most important point of contact with their bank 

In online banking, customers follow a “mobile first” approach: 63% of bank customers expect to be able to handle all key financial matters via an app. Usage is correspondingly high: among those who use online banking, 92% use the app. Seventy per cent of them are satisfied and praise the fact that the app offers all the functions they need. However, browser-based online banking is not yet obsolete, as 69% of online banking users still use it. 

Nevertheless, for around half (51%) of users, the app is already the most important point of contact with their bank. Its popularity is also driven by its ease of use and constant availability: 86% of app users appreciate the security of having access to their accounts at any time via the app. At the same time, they are relatively relaxed about security concerns: 46% also carry out banking transactions via the app in public places, such as cafés or on public transport. Wintergerst said: “Anyone using banking apps on the move should always use secure networks and protect sensitive information on the screen from prying eyes.”

Towards identity services: majority open to using banking apps for identification 

In the future, the importance of banking apps could grow further, as most users would also be open to using them beyond traditional financial services. Seven in ten (69%) are open to using their banking app for digital identification, for example as an ID or proof of age. Almost half (49%) are open to storing other non-bank digital documents, such as proof of income, in their online banking app. Wintergerst said: “Banks enjoy a high level of trust when it comes to handling sensitive data. This opens up opportunities for new digital identity services and additional offerings well beyond traditional financial services.”