Here is a rewritten version of the article in a neutral tone:
Canadians Prefer Human Connection Over AI in Banking, Survey Finds
A recent survey conducted by Meridian found that Canadians prefer to interact with human employees rather than artificial intelligence (AI) when dealing with their banking needs. The survey targeted Generation Z, which may be more comfortable with technology, but even they showed a strong preference for human interaction.
Concerns About AI in Banking
According to the survey, 56% of Gen-Z respondents expressed concerns about losing a human connection with their bank if more services are automated. Additionally, 81% believed that serious financial matters should be handled by a real employee rather than an AI chatbot.
The Meridian survey also revealed that many Gen-Zers are frustrated with their financial institutions, with 59% saying that their banks operate in their own interests and 48% stating that they are treated like numbers.
Growing Use of AI in Banking
Despite the concerns about AI in banking, the technology is increasingly being used by Canadian financial institutions. The Bank of Canada’s governor, Tiff Macklem, recently stated that AI has "huge potential" to understand consumer behavior and company pricing.
However, the survey suggests that Canadians may not be as interested in this potential as their banks are. As one expert notes, "if a company treats its employees like partners, focuses on building relationships, making sure clients feel valued is a recipe for business success."
Implications
The findings of the Meridian survey have significant implications for the banking industry. If Canadians prefer human interaction over AI, financial institutions will need to adapt their services to meet this demand.
This may involve investing in more human customer service representatives or finding ways to integrate technology with human interaction. Whatever the solution, it is clear that Canadian banks must prioritize customer experience and human connection if they are to remain competitive.
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