Surveys and data
Surveys and market data on AI use in the financial sector.
Viewpoint
November 2026 · 9
Visa test: AI shopping agents failed 42.8% of runsfintech companyThe benchmark is a yardstick for demonstrating the reliability of agentic shopping features.banking professionalWith agents initiating card transactions, the high failure rate means banks should prepare for more disputes and refund cases.retail customerAn order entrusted to a shopping agent is worth checking before the final step.Gránit Bank: customers increasingly open to banking AI for managing spendingretail customerThe bank's AI assistant can be used in the mobile banking app to review spending.banking professionalCustomers' spending-analysis questions show the main use case of a bank's AI assistant.One in five young Australians turns to AI for financial advice, and many act without checkingretail customerA financial step suggested by AI should be checked against another source before it is carried out.banking professionalClients can compare an adviser's role with AI, so a transparent explanation is an advantage.BDO research: AI moves into high-stakes financial judgments, adoption near universalchief financial officerDecision rights and oversight points for AI should be set out in a policy in advance.accountantFor AI-supported judgments, human review and documentation are key.Gartner outlines three CFO steps to turn AI time savings into value; CFOs weigh AI authority limitschief financial officerAI time savings become value only if the freed-up capacity is deliberately reallocated and authority limits are set.Visa research: how banks in Central and Eastern Europe use AIbanking professionalData on regional banks' AI use provides a benchmark for one's own rollout plan.Survey: 65% of US consumers would blame the AI company if an AI agent commits fraudbanking professionalGiven the customer trust gap, agent features should be introduced in stages, with transparent liability rules.fintech companyCustomers hold the AI company responsible for an agent's actions, so agent errors pose a reputational risk.Dutch central bank DNB says AI impact on accountants is significantaccountantThe AI impact on the profession is now named at official supervisory level, so accountants should prepare for a change in the scope of their work.Only one in five people in Hong Kong trust banks to stop deepfake scamsbanking professionalProtection against deepfake scams should also be communicated visibly to customers.
October 2026 · 33
Socure: AI is creating new fraudsters, not just better onesfintech companyCustomer identification processes should be tested against AI-assisted fraudsters.Surge AI tax benchmark: Claude Sonnet 5.5 leads AI agents with 10.8%accountantThe test suggests AI agents are still far from completing professional tax tasks on their own.Moody's and BIS flag private credit and financial stability risks as AI-related debt growsbanking professionalWhen assessing AI clients, lenders should examine business and financial viability; an AI label is not enough.chief financial officerRefinancing risk in AI-exposed loans needs to be monitored.AI lifts bank productivity in Asia but does little for revenuechief financial officerAI investments need to be assessed for their revenue impact as well, not only for cost savings.banking professionalThe rollout of autonomous agents must be planned together with controls.Central and Eastern European banks, including Hungarian ones, catch up on AI usebanking professionalAI applications in lending and cybersecurity are the main areas where regional banks have ground to make up.retail customerThe role of AI in customer service is also expanding in Hungarian banking.One in three Europeans would rather discuss sensitive financial matters with AIbanking professionalOn sensitive topics such as payment difficulties, an AI channel can be customer-friendly if a handover to a human is available.retail customerAn AI channel can be used in case of payment difficulties, but the option of speaking to a human must remain.AI models got 57% of financial advice wrong in Saturn testretail customerFor financial decisions, an AI chatbot's answer should be verified against an independent source.48% of Hungarians use AI for finance or insurance questions but choose humans for big decisionsretail customerAI works well for getting information, but according to the survey human advice remains the established route for major financial decisions.banking professionalAlongside AI-supported information, customers should also be offered access to human advice.insurerCustomers' use of AI for research also affects sales processes.48% of Hungarians use AI for financial questions but seek human advice on big decisionsretail customerAI can be used for orientation, but a significant financial decision requires a professional's opinion.banking professionalCustomers increasingly arrive with preliminary information obtained from AI, which has to be handled in client service.fintech companyIn AI-based financial guidance, trust and a human handover point are the competitive advantage.Fitch sees moderate AI disruption risk for wealth managers and retail banks; BCG says finance is most exposedbanking professionalIn retail banking, AI-based advice creates competitive pressure.chief financial officerAssessing AI exposure is part of strategic planning.EOS survey: 46% of European consumers would discuss sensitive banking matters with AIbanking professionalA significant share of customers are willing to raise sensitive topics through an AI channel, so data protection and handover to a human agent matter.fintech companyIn sensitive financial situations (for example debt management), an AI channel may be in demand, but trust is critical.EOS Banking AI Barometer: AI lives up to expectations at banksbanking professionalThe barometer is a benchmark for comparing Hungarian and regional AI use in banking.chief financial officerThe findings may help in assessing the return on AI investments.FICO survey: 77% of Asia-Pacific banking leaders want purpose-built AIbanking professionalFraud detection is the primary banking use case for AI, with data privacy the main brake.Chainalysis: AI agents made 138 million crypto payments in a year, most of them tinyfintech companyMachine-to-machine micropayments point to a real market, running on stablecoin rails.chief financial officerWhen buying agent services, plan for stablecoin payouts and a control system.Report: deepfake fraud market reaches $40 billionbanking professionalThe scale justifies building deepfake detection into authentication processes.Report: AI could free up 40% of banks' middle and back-office capacity by 2030banking professionalEntry-level tasks are shifting toward supervising AI agents, so it is worth building skills for that.chief financial officerWhen planning for freed-up capacity, factor in the pay competition for AI talent.CFO surveys: AI use is growing, but returns and trust remain uncertainchief financial officerBefore starting AI projects, set return metrics and checkpoints.accountantVerifying AI-generated financial results may become the next skill requirement.Visa survey: consumers trust AI to shop, but not to payfintech companyDesign the agent shopping experience so that payment approval stays with the customer.banking professionalExpect agent-initiated payments to appear during the holiday season.Gránit Bank survey: customers open to AI-based financial helpbanking professionalCustomer demand provides a basis for introducing AI assistant features.fintech companyHungarian customers' openness points to a market gap for AI-based financial tools.Deepfake attacks target corporate finance; one in five finance leaders fear impersonationchief financial officerFor accounts held at several banks, a uniform confirmation rule should be introduced.banking professionalUnusual instructions received in a customer's name require multi-step verification.Community financial institutions rank fraud detection and document handling as top AI prioritiesbanking professionalSmaller institutions are focusing on fraud detection and document processing, so that is where benchmarking makes sense.fintech companyThe main demand areas in the community institution segment point to specific product positions.AI takes over the night shift at insurers; claims adjusters largely reject itinsurerIn claims handling, AI adoption may meet resistance from staff, so change management should be planned in advance.retail customerIn claims settlement, AI or automation increasingly decides or pre-screens cases, so human review can be requested.JPMorgan tops global AI banking index for fifth straight year; UBS only European bank in top 10banking professionalCompare your own bank's AI maturity with the leaders against the ranking's criteria, and assess the gap.chief financial officerThe ranking can serve as an external benchmark for investment and capability-building plans.Checking AI output takes up 26% of finance teams' workweek, survey findschief financial officerAI time savings should not be counted without the verification burden; a review process needs to be designed.accountantChecking AI output has become a significant part of daily work, so review steps should be documented.Agentic payments: BIS, BCG and industry analyses on controls and riskschief financial officerFor finance agents, approval authority (creating a supplier, approving an invoice, making a transfer) must be tightly restricted.banking professionalTraditional fraud detection can mislead on agent-initiated transactions, so new signals need to be introduced.fintech companyRules for accepting agentic payments need to be worked out on the merchant and payments side.FICO: AI arms race is reshaping the fraud threat across EMEAbanking professionalFraud prevention should prepare for higher-friction, continuous authentication.retail customerAdditional verification steps may increase, but they serve to protect against fraud.fintech companyDemand for behavioural-analytics and biometric solutions is growing.15% of Hungarians would already give their bank card details to AIbanking professionalHanding card details to AI raises fraud and liability questions, so banks need to address them in customer communication.retail customerGiving card details to an AI assistant is risky, so it is advisable to use authorised, tokenised solutions.fintech companyOpenness to agent-based shopping indicates the scale of demand.Fitch: AI unlikely to upend mortgage and title insurance sectors in the near terminsurerAI is worth using for process improvement, but the mortgage and title insurance business model remains stable in the short term.chief financial officerThe rating agency's view is an external reference when weighing strategic risks.Australian bank union says AI chatbots are increasing banking workloads and affecting customersbanking professionalCases the chatbots fail to resolve flow back to human staff, so the workload needs to be measured.retail customerA chatbot can slow down complaint handling, so it is worth asking for a human agent.TD Bank survey: 18% of Americans would let AI make financial decisions on its ownbanking professionalFor agent-based services, autonomous decision-making authority needs to be limited and customer consent handled explicitly.Nearly half of UK financial leaders use agentic AI; many firms have limited controlbanking professionalAgentic workflows need a traceable decision log and human oversight points.chief financial officerBefore deploying agentic AI, the control framework and chain of accountability should be set out.76% of treasury teams hit by fraud as deepfake attacks risechief financial officerPayment approval processes should be strengthened with multi-step verification that withstands deepfake attacks.banking professionalPayment-confirmation services for corporate clients should be updated according to deepfake risk.Consumer Reports: 9 in 10 Americans have encountered an online scam as AI fuels fraudretail customerFor customer-approved transfers, a verification callback is especially important given AI-driven fraud.banking professionalIndustry bodies are also urging joint action against AI-driven fraud.
September 2026 · 33
Hungarian surveys: one in seven Hungarians would already entrust their money to AIbanking professionalCustomers' use of AI has reached financial advice, so it should be factored into customer communication and fraud prevention.fintech companyThe trust threshold at payment is high, so transparency and security are entry requirements for AI-based payment features.retail customerEntrusting card details to AI is still a minority preference and carries fraud risk.UK launches AI scam watchlist as half of adults struggle to spot AI scamsretail customerMoney should not be transferred on request in voice or video messages from unknown sources without separate verification.banking professionalFraud-prevention communication and victim support should be tailored to the characteristics of AI scams.PwC Hungary CFO survey: cost pressure and AI top the agendachief financial officerAI investments should be tied to cost-saving goals, as cost pressure is the primary context.accountantThe transformation of finance organisations may bring the automation of routine tasks.Survey: many finance chiefs weigh agentic AI capability when choosing a bankbanking professionalIn winning corporate clients, agentic AI capability is becoming a condition of competitiveness.chief financial officerAgentic AI capability should be treated as a criterion when evaluating a banking partner.Visa study: over 90% of European banks already use AIbanking professionalAI use is widespread among European banks, and competitive position needs to be measured against that.chief financial officerEuropean data is available for benchmarking AI investments.KPMG: 44% of insurers rate themselves AI leaders, but none has rebuilt distribution around itinsurerAI value can be captured by rethinking sales and distribution processes, not only through internal automation.chief financial officerThe return on AI investments should be tied to sales results.IBM survey: many CFOs now lead AI strategy, but only 6% have embedded AI at scalechief financial officerAI capabilities are typically tied to specific roles and use cases, so scaling is the next step.accountantAI-driven transformation of the finance function requires broadening skill sets.Gránit Bank survey: bank customers more open to AI financial helpbanking professionalCustomer openness supports rolling out AI assistants, but trust and error handling are preconditions.retail customerAs AI support spreads, customers should consider carefully which financial decisions they hand over to it.Gartner: CFOs must be more disciplined about AI expectationschief financial officerReturn expectations for AI investments should be managed with discipline and measurable targets.accountantGovernance rules are needed to build AI agents into the accounting process.Report: AI chatbots mostly give wrong financial adviceretail customerFinancial decisions should not be made on an AI chatbot's answer without verification.banking professionalBanks' own chatbots should be tested for the accuracy of their financial answers.Half of prop trading firms let staff use AI freely while banks set limits; AI-run funds emergebanking professionalTighter AI limits at banks may mean a competitive disadvantage or lower risk compared with trading firms.fintech companyAI-run investment funds are appearing as products.Temenos and Celent: banks face a fight to keep three in four customers as expectations rise in the AI erabanking professionalCustomer retention depends on improving AI-based customer experience and on how a bank's reputation appears through AI.fintech companyRising customer expectations are pushing the market toward digital and AI-based services.IIF-EY annual survey covers AI use in financial services; PwC says AI skills are in higher demand than MBAsbanking professionalDeveloping AI skills moves up in career and hiring plans.chief financial officerThe survey offers a benchmark for assessing one's own AI-adoption maturity.PensionBee study points to worrying AI trend in personal financeretail customerPension and savings decisions based on an AI answer should be checked against an official source.fintech companyCustomer-facing AI features warrant a warning and source attribution.Deloitte FinanceAI: finance chiefs treat AI as a strategic issue, but most firms are at an early stagechief financial officerAI should be built into the finance function as a strategic issue, with measurable use cases.accountantAutomating routine tasks is the first step in transforming the finance function.Finance teams speed up tasks with AI but fail to improve the cash cyclechief financial officerAlongside faster tasks, the actual effect on the cash cycle must be measured.insurerWhen entry-level tasks are automated, a separate plan is needed to build the professional talent pipeline.Payments modernization: 70% plan to deploy AI-based fraud detection within the next yearbanking professionalPayment system modernization is best scheduled together with the rollout of AI fraud detection.Most x402 payments do not come from AI agents, PYMNTS analysis findsfintech companyAgent payment volume data should be treated with caution as a basis for a business plan.chief financial officerCapital should not be allocated to agent payment infrastructure on the basis of early traffic figures.Emkay: Indian fintechs to see meaningful AI revenue only from FY28fintech companyThe payback timeline for AI revenue should be built into the business plan.chief financial officerAI investment decisions should assume a realistic, multi-year payback.Saturn: AI chatbots give inaccurate financial advice 57% of the timeretail customerTax or investment decisions should not be based on a chatbot's answer without verification.chief financial officerAI output used in client communication should be supplemented with a source-checking step.A quarter of financial institutions report deepfake or AI impersonation incidentsbanking professionalCustomer authentication must be supplemented with deepfake-resistant methods.retail customerA slower transfer with extra checks seems an acceptable price for security.Survey finds Hungarians increasingly open to using AI for their financesbanking professionalGiven customer openness, an AI spending-analysis or assistant feature is worth planning, with clear explanations, as customers are poorly informed.retail customerBefore using a bank AI assistant, find out how your data is handled.fintech companyDomestic customer openness gives a market base for personal-finance AI products.AI agents have arrived in Hungary; one in ten online shoppers could use them by 2030banking professionalA Hungarian bank must prepare its identification and approval processes for agent payments.fintech companyThe 2030 forecast justifies developing agent payment products on the Hungarian market as well.Accounting firms weigh two AI strategies as trust lags adoption, reports sayaccountantFirms must decide whether AI speeds up existing workflows or rewrites the service model.chief financial officerWith outsourced accounting, ask the provider about its use of AI and its checking practices.Survey: a quarter of Hungarians discuss their own finances with AIretail customerAI advice needs to be checked separately, as it does not replace personalised, responsible financial advice.banking professionalCustomers often arrive after an AI conversation, so advice has to respond to the opinion they have already formed.insurerInsurers should expect customers to bring a preliminary view formed through AI when requesting quotes and asking for product explanations.Corvinus University and UNIQA research how companies adopt AIinsurerThe research findings could offer lessons on work organisation for AI adoption in insurance.Mastercard report: one in ten online shoppers could buy and pay through AI agents by 2030fintech companyFor product planning, it is a capacity estimate that nearly one in ten consumers may pay through an agent.banking professionalBanks need to prepare for agent-initiated card transactions and for handling customer authorisation.retail customerUsing a shopping assistant and handing over payment authority are separate decision steps.The AI return question: bank FOMO, CFO budgeting and a modest impact on resultschief financial officerAI budgets should be built on usage-based costs and measurable outcomes.banking professionalInvestment requests should be tied to a clear business metric.KPMG and Forrester: agentic commerce attracts fintech investment, with B2B the proving groundfintech companyIn B2B payments, it is worth looking for agentic use cases.chief financial officerIt is worth preparing to make corporate payment processes agent-friendly.Corvinus University and UNIQA launch joint research on the future of AI-based organizational operationsinsurerThe results could provide Hungarian data for insurers' organizational and workforce-planning decisions.chief financial officerThe research could offer a benchmark for Hungarian experience with organizational AI adoption.Astraeus: AI adoption linked to higher hiring and advisor productivity in wealth managementchief financial officerIn headcount and productivity planning for advisers, AI adoption should not be treated solely as a cost-cutting measure.NN Insurance: 46% of Hungarian internet users have asked AI a health questioninsurerIn health insurance customer communication and product information, insurers must reckon with customers informing themselves through AI.retail customerHealth information received from AI is no substitute for information from a doctor or an insurer.Wealthtime: 28% of clients use AI tools to support financial advicebanking professionalIn advisory conversations, expect that the client may already have received preliminary advice from AI.retail customerAdvice from AI does not carry the accountability of a regulated adviser.
August 2026 · 24
CFO surveys: data privacy ranks first, AI sixth but rising, and ROI remains in questionchief financial officerMeasurable return metrics need to be set in advance for AI investments.accountantAI use in finance processes needs to be planned together with data privacy considerations.98% of claims adjusters' AI reviews on Glassdoor are negative as insurers automate claimsinsurerWhen automating claims handling, insurers must assess the chain of accountability and employee acceptance.chief financial officerThe costs of employee resistance (turnover, quality) belong in the return-on-investment calculation.At Jackson Hole, AI scenario shows models anticipating central bank decisions and trading on themchief financial officerAI actors that react faster to central bank communication could raise risks to market liquidity and price movements.Two in five Singapore firms plan cyber insurance within 12 months as AI raises cyber riskinsurerDemand for cyber policies is rising, which also puts the pricing of AI-related risks in focus.chief financial officerBecause of the risks that come with adopting AI, cyber insurance cover should also be planned for in the budget.nCino: banks' prepaid AI allowance has run out, and they are buying morebanking professionalThe cost of AI use and consumption of the allowance need to be measured.chief financial officerPurchases of AI capacity should be budgeted on a usage basis.63% of advisers have clients using AI tools, and quality concerns persistbanking professionalIn client conversations, expect clients to bring AI-generated suggestions, and address them openly.retail customerIt is worth discussing AI answers with your adviser as well.FCA: 44% of young Britons wrongly think AI financial advice is regulatedretail customerAn AI chatbot's answer is not regulated advice, so check it with an independent, authorised source before investing.fintech companyAI assistant features should be presented so that customers do not mistake them for regulated advice.Protiviti survey: 76% of CFOs use AI for forecasting, but only 35% measure returnschief financial officerAI investments need measurable return metrics attached to them.accountantThe role and oversight of AI tools in the forecasting process should be documented.Bank of Japan: over 90% of Japanese financial institutions use generative AIbanking professionalAs an industry benchmark, generative AI use has become commonplace.Experian report links fraud risk to AI: 60% of businesses report higher fraud losseschief financial officerWith fraud losses rising, payment and supplier controls need to be strengthened.Fintech survey: 86% productivity gain in tech and product, but AI impact is unevenfintech companyAI impact is not the same across all functions, so returns should be measured function by function.92% of European banks use AI, but there is little public evidence of returnsbanking professionalFor AI projects, a measurement framework and baseline indicators must be set before deployment.chief financial officerReturns are hard to measure, so budget decisions need a measurement plan in advance.Accounting firms and AI: hiring is rising, but few plan to transformaccountantThe hourly-rate model is under pressure, so it is worth developing new advisory-type services.chief financial officerClients should ask which services have already been replaced by software.Consumers turn to AI for financial advice but distrust it on high-stakes decisionsretail customerAI is good for expense tracking and reminders, but major financial decisions need personalised professional advice.fintech companyGiven the trust gap on high-stakes decisions, human checkpoints should be built into AI-based services.Gránit Bank survey: banking customers increasingly open to an AI assistantretail customerMore banks are likely to offer AI-based spending tracking, so it is worth clarifying what data the system can access.banking professionalCustomer demand justifies building AI-based customer interfaces, with the option of human contact.fintech companyHungarian customers' openness points to a market gap for AI-based personal finance assistants.Workiva survey: five lessons on AI adoption in financial serviceschief financial officerBenchmark data lets finance leaders compare their own AI maturity and governance practices with the market.TSB research: more than half of those following social media financial advice lost moneyretail customerFollowing social media or AI-based investment advice without checking it risks losses.banking professionalIt is worth providing young customers with credible, verifiable investment information.Gallup: few Americans trust financial advice from AIbanking professionalFor AI-based advice, building trust and signalling human review matter at the customer level too.retail customerFinancial suggestions from AI should be checked before a decision is made.Gránit Bank survey: bank customers increasingly open to AI helpbanking professionalCustomer demand is worth factoring into development priorities for AI-based self-service and advisory features.retail customerHungarian banks are expected to offer a growing number of AI-assisted financial services.Forecasts: AI agents could double financial fraudbanking professionalDetection rules and customer identification should be prepared in advance for agent-based fraud.Twenty-one EU member states do not use AI in their anti-fraud strategiesAI accounting benchmark finds models fail most real-world tasksaccountantAI output cannot be accepted without review in accounting work.Deepfake fraud detection market report and warning for credit unionsbanking professionalDeepfake detection tools should be assessed for digital account opening and the lending process.INTERPOL: AI linked to more than half of cybercrime in Africa