Digital transformation is increasingly shaping everyday life in Germany, with Artificial Intelligence (AI) playing a growing role. This is according to the representative "Postbank Digital Study 2026". Already 54 per cent of Germans use AI applications for various practical tasks and research, which represents an increase of six percentage points compared to the previous year. A further 16 per cent of respondents plan to use AI.
Despite this openness to AI in general everyday life, there is significant scepticism when it comes to financial matters. According to the study, 70 per cent of respondents reject the use of AI for transfers, investments or financial advice. This finding illustrates a contradiction: while digital aids are welcomed in daily life, when it comes to financial decisions, trust remains tied to personal advice and transparent, controllable procedures. Three-quarters of respondents trust personal advice more than AI.
The reasons for this reluctance are diverse. A majority of respondents consider the technology for financial questions not yet mature. There are also data protection concerns, as well as worries about potential manipulation and a lack of transparency. David Dommel, Head of Digital Performance Marketing at Postbank, notes that people differentiate precisely between trust and distrust in new technologies. Digital openness does not automatically correlate with financial trust. For financial decisions, a responsible contact person who can answer individual questions is still desired.
The scepticism towards AI in the financial sector contrasts with the broad acceptance of digital banking services. More than three-quarters of Germans already conduct their banking transactions online. The banking app has established itself as the most important access point: 43 per cent use it for transfers, account statements or information on investments, which corresponds to an increase of 13 percentage points since 2022. The classic online portal, however, has seen a decline and is now only used by 34 per cent. The generation aged 40 and over, in particular, still slightly prefers the online portal over the app, but long-term app users show high loyalty.
Younger age groups are more open to new digital offerings in the financial sector. Contact with a bank advisor via chat or video conference is accepted by 65 per cent of 18 to 39-year-olds, while this applies to 45 per cent of older people. Voice assistants also find broad acceptance among younger people, with 46 per cent of under 40-year-olds able to imagine entering transfer data using a voice assistant – in contrast to 72 per cent of older people, for whom this is out of the question. Almost every second person under 40 is open to the use of AI for financial topics, and one in four users in this age group has already followed an AI recommendation for investments.
The reluctance towards AI is also due to security issues. Although 60 per cent of AI users rarely check information and trust the technology, only 36 per cent believe they could recognise AI manipulation. Mr Dommel points out that new technologies open up opportunities but also increase security requirements. Criminals are already using AI for professional phishing attacks. In classic online and app banking, however, high security standards are already established, with 55 per cent using two-factor authentication and 41 per cent biometric procedures. Although only five per cent forgo additional security functions, more than half of users are concerned about data or identity theft when banking online or via app. It is crucial that customers can trust digital offerings, with security and ease of use always having to go hand in hand.
