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Note: ages 18+; individuals who interact with their bank through an AI-enabled chatbot on the bank’s site (desktop or mobile) or branded mobile app, or via messaging app, SMS, or voice assistant to obtain information or receive customer service at least once during the calendar year

Additional Note: AI chatbots are text- or voice-enabled software systems based on natural language processing and machine learning algorithms that are designed to emulate communication capabilities of a human being. Chatbots that are solely rule-based (scripted) and menu-based are excluded. Machine learning is a branch of AI and is a method by which computer systems learn, analyze, and interpret data to take actions on their own without programming. Natural language processing is a branch of AI that enables computers to understand, interpret, and respond to human language. It includes subsets like natural language generation and natural language understanding and has applications in both text-based and voice-based interpretation.

Methodology: Estimates are based on the analysis of survey and web traffic data from research firms and regulatory agencies, historical trends, and country-specific demographic and socioeconomic factors.

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