Conversational AI is leading to a new generation of digital banking experiences

Forrester’s The State of Conversational Banking, 2026 report reveals how advances in AI - from large language models to emerging agentic capabilities - are reshaping how people interact with their banks. And with nearly a third of online adults already turning to AI assistants for banking questions, the window for banks to gain a competitive advantage is closing fast. 

Forrester’s latest research explores how conversational banking is evolving. It looks at adoption trends, key use cases, and the innovations redefining how customers access banking services and manage their finances. It sets out the three strategic scenarios banks must choose between. And it explains why acting now is no longer optional. 

Key insights include:

• It’s a paradigm shift, not an upgrade. Conversational banking is the gateway to experiences that are assistive, anticipatory, and agentic.
• Three forces are powering its growth. Rising consumer demand for seamless, personalised experiences, banks’ need to cut costs while strengthening customer relationships, and rapid advances in AI technology.
• Adoption is already happening. Nearly a third of online adults in Canada, the UK, and the US used an AI assistant for banking questions in 2025. And over half found their bank’s assistant helpful in resolving their query.
• Customers are turning to non-banking tools. Third-party AI assistants like ChatGPT are gaining traction for financial guidance, with higher satisfaction rates than bank-owned assistants. This signals a shift in trust dynamics that banks can’t afford to ignore.
• Early movers will set the standard. Banks that continue to focus on incremental chatbot improvements risk losing relevance. 

Understand how conversational banking is redefining customer engagement and how to position your bank to lead rather than follow.

Key takeaways include:

• How sophistication is evolving. AI capabilities and task complexity determine the sophistication of conversational experiences, and where most banks’ solutions sit today on that curve.
• What customers are already comfortable doing. From account questions and disputes to money movement and financial guidance, more banking activities are being managed through conversational interfaces.
• Why trust is a major factor. Particularly as conversational banking moves toward autonomous agentic capabilities, trust matters more than ever. Currently, just 19% of UK consumers currently trust AI agents to act on their behalf.
• Which strategy to choose. Bank-owned assistants, third-party messaging platforms, and third-party AI assistants differ in ownership, control, and investment priorities. And that has real implications for European banks navigating privacy regulation.
• How to manage the transition. Customer service quality may deteriorate before it improves so banks need to plan for the dip and manage the transition without eroding trust.
• What leading banks are achieving. Bank of America, BBVA, DBS Bank, and ABN AMRO are already delivering results that set the benchmark. 

G+D Netcetera’s Digital Banking Portfolio bridges the gap between secure, proprietary banking experiences and the personalised, agentic capabilities the report discusses. It helps banks build conversational experiences that earn customer trust without compromising on security or compliance.

Our digital banking solutions, advisory platform, and consulting services enable banks to:

• Add AI-powered conversations to their own channels. Customers can chat naturally within the bank’s app or website, where the bank keeps full control of customer data.
• Let customers manage money through dialogue. Secure authentication means customers can ask questions, move money, and resolve disputes through natural conversation.
• Offer personalised financial guidance. The Omnium advice platform blends face-to-face expertise with digital capabilities, making hybrid advice a genuine differentiator.
• Start small and grow strategically. A modular foundation lets banks begin with essential use cases and expand as trust and maturity grow.
• Lean on our 25 years of security expertise. That’s the foundation banks need to navigate privacy regulation and the trust gaps that will make or break conversational banking in Europe.