Over half of bank customers opt for AI: survey

More than half of local bank customers use artificial intelligence to assist their financial planning, a survey has shown. The survey, conducted by the Hong Kong Institute of Bankers (HKIB) in August, interviewed 400 customers who had invested in financial products or insurance policies. Among the customers who opted for AI, most of them used it as a tool to study market trends and conduct personal financial assessments, the survey found. However, customers would still rely on human service when it comes to complex and long-term financial decisions. Regarding customer services, 41 percent of respondents said they would accept it if AI handled simple issues, but they would still look for human staff for complex matters. Speaking at the HKIB Annual Banking Conference on Friday, the institute’s CEO Carrie Leung said customer expectations were evolving rapidly with the adoption of AI. “The message is clear: customers are not choosing between AI and human expertise. They expect the best combination of both,” she said. “Therefore, the question is not simply whether AI will replace people. It is how we use AI responsibly together with human judgment to deliver better outcomes and preserve trust.” Speaking at the same event, Deputy Financial Secretary Michael Wong said the government attaches great importance...