EOS study: Young and AI-savvy, but more likely to face payment difficulties

A striking finding from the EOS Banking AI Barometer is that millennials and Gen Z are more open to AI services than any previous generation. However, confidence in the use of modern technology does not seem to protect them from debt-related stress. Younger respondents experience payment difficulties more often than older people.

For the representative EOS Banking AI Barometer survey, 4,400 people in eleven European countries were asked about their views on artificial intelligence in banking communication.

Detailed findings show that 18- to 34-year-olds are more open to AI services than 51- to 65-year-olds across nearly all scenarios. Young people are particularly positive about round-the-clock service from their bank’s AI offerings, with 60 percent valuing this benefit. Among older respondents, the figure is just 47 percent. In addition, 28 percent of younger respondents already use their bank’s AI chatbots, compared with only 13 percent of older respondents.

Younger people also value the speed of AI solutions: 59 percent see it as a benefit, compared with 48 percent of older respondents. In addition, 41 percent of 18- to 34-year-olds appreciate the overview of their finances that AI provides. Among 51- to 65-year-olds, only 29 percent consider this an advantage. Overall, 50 percent of older respondents want to communicate exclusively with a bank employee. Among younger people, the figure is just 38 percent.

According to the EOS Banking AI Barometer, 18- to 34-year-olds report financial difficulties more often: 36 percent have experienced payment difficulties at least once. The Deloitte Gen Z and Millennial Survey 2025 documents a similar trend. Just under half of Gen Z feel financially insecure, and more than one-third struggle to cover their fixed costs.

When young people are experiencing payment difficulties or debt, they appear to value the anonymity of accessing banking services through AI. In such situations, 14 percent of 18- to 34-year-olds would even prefer to communicate exclusively with AI, compared with just 8 percent of the population overall. The figure is even higher among 18- to 24-year-olds, at 17 percent.

Digitally confident but also facing financial pressure at an earlier age: The figures paint a picture of a generation redefining its relationship with money and technology.

“For years, we have seen that many people lack basic financial literacy,” says Jana Titov. “Yet this knowledge is essential for understanding and assessing AI-generated answers and financial services. Financial education must therefore start early, become firmly embedded in society, and remain independent of commercial interests.”

The findings highlight two key challenges for banks, financial service providers, and debt collection companies. They need to develop digital services tailored to the expectations of an AI-savvy generation. At the same time, they can help strengthen financial literacy. Tomorrow’s customers need more than smart digital solutions. They also need the knowledge and guidance to navigate an increasingly complex financial world.