As more customers turn to AI tools to manage short-term cash, compare credit, and move money, banks risk losing control over how customers find them and how decisions get made, argues a new report from Accenture. Deposit volatility is one concern, but the larger issue is losing the direct customer relationship and the ability to shape outcomes. Banks still hold a trust advantage, but that won’t preserve relevance. This article recommends turning apps into a source of advice, not just a transaction channel, while ensuring products remain visible within external AI tools that are increasingly shaping financial decisions.
What is your institution doing to ensure its products appear in AI-driven recommendations? How are you adapting your channels to stay involved in customer decision-making as AI plays a larger role? If an external AI began shifting your deposits or loan demand tomorrow, where would you feel it first?