Hamburg, October 28, 2026

• 61 percent of people affected by payment difficulties would like AI to suggest suspending an installment payment, compared with 52 percent of those who have not experienced payment difficulties
• 39 percent of all consumers would accept initial contact with a bank’s AI when facing payment difficulties
• 80 percent of people who have experienced payment difficulties want a human contact person

The latest EOS Banking AI Barometer study shows that people who have previously experienced payment difficulties are significantly more open to AI-supported assistance from banks than the general population, regardless of age.

Payment difficulties are not an uncommon experience for many people across Europe. Thirty percent of respondents stated that they had at some point struggled to make an installment payment or exceeded their overdraft limit. One in four had also previously had contact with a debt collection company. Those who have experienced financial difficulties themselves rate AI-supported assistance from banks more positively than people without comparable experiences. This openness is consistent across all respondents between the ages of 18 and 65. “Sixty-one percent of those affected would like AI to suggest suspending an installment payment, compared with just 52 percent of those who have not experienced payment difficulties. The desire for proactive AI assistance may stem from the easy access to support it provides and the sense of anonymity it offers,” explains Daniela Moaca, Senior Manager IT Romania at EOS Group. Approval is also higher when it comes to AI recommendations for an installment plan: 59 percent of affected respondents view such suggestions positively, compared with 48 percent of those without prior payment difficulties.

Although willingness to work with AI is increasing, most people do not want to forgo human support. Eighty percent of respondents who have previously experienced payment difficulties want a person involved when discussing the issue with their bank, either exclusively or after initial contact with AI. At the same time, there is openness to taking the first steps toward resolving the problem with AI. “Thirty-nine percent of respondents are willing to start consultations with AI when facing payment difficulties. However, a total of 80 percent would still prefer to communicate with a person. That is the balance we need to achieve. AI lowers the barrier to addressing financial problems, while people step in when empathy, understanding, and tailored solutions are required,” says IT expert Moaca. Thirteen percent of respondents who have experienced payment difficulties could even imagine communicating exclusively with AI because they find the topic uncomfortable. Among those without such experience, this figure is only 6 percent.

The study shows that digital offerings already serve as a low-threshold entry point into communication and provide consumers with tangible added value. “Fifty-one percent of bank customers see speed and round-the-clock availability as advantages of AI. We see the same trend in receivables management: the use of online payment options and chatbots at EOS has increased from 27.5 percent to 33 percent over the past year,” says Moaca.

For the EOS Banking AI Barometer study – How Europe really feels about AI in banking – 4,400 people in eleven European countries (Bulgaria, Croatia, France, Germany, Greece, Poland, Portugal, Romania, Slovenia, Spain and Switzerland, 400 respondents per country) were surveyed about their attitudes towards artificial intelligence in bank communications. The data was collected in July 2026, and the target group consisted of bank customers aged 18 to 65. The study was conducted online and was representative of the population.

The EOS Group is a leading technology-driven investor in receivables portfolios and an expert in the processing of outstanding receivables. With over 50 years of experience and offices in more than 20 countries, EOS offers smart services for receivables management worldwide. Its key target sectors are banking, real estate, telecommunications, utilities, and e-commerce. EOS employs close to 6,000 people and is part of Otto Group.