AI First: the next frontier of banking experience

After “Mobile First”, a new wave of interfaces is emerging: AI First interfaces. 

Driven by neobanks and innovative incumbents, these interfaces are transforming how customers interact with their bank, shifting from navigation-based journeys to more intent-driven, AI-powered experiences. 

A trend already visible on the market 

Some banks have already started embedding AI at the core of their customer experience. 

Players such as Revolut, Sumeria, BPCE or Deutsche Bank have deployed or are in the process of deploying AI-powered assistants and conversational interfaces, positioning AI as a new interaction layer rather than just an additional feature.  

 

AI First in Europe – European Study on AI First Interfaces for Financial Services

Discover detailed user insights, concrete use cases, and actionable recommendations to guide your AI journey.

Download the full White paper

What our European study reveals 

Through a qualitative study conducted across five European countries, we explored how users perceive AI in banking interfaces. Three key insights emerge.

Mobile banking is already deeply embedded in users’ daily lives and widely perceived as efficient. In this context, AI will only be adopted if it brings clear, immediate value without adding complexity. 

Users show strong interest in AI when it helps them better understand their finances, anticipate situations, and save time. However, they expect to remain in control positioning AI primarily as a decision-support tool. 

Adoption depends on transparency and control. Users want to understand how AI works and to retain the final say, especially for sensitive financial actions. 

AI First vs AI Augmented: what do consumers want today? 

While AI First services are starting to be deployed, consumers are not yet ready for fully AI-driven interfaces. 

In practice, the most relevant approach today is to augment existing experiences with AI, by embedding intelligent, contextual assistance into current journeys rather than replacing them entirely. 

Why it matters for Financial Services 

AI interfaces represent a meaningful evolution in the customer relationship. 

Banks and insurers that start implementing these approaches today can progressively build a competitive edge by delivering more intuitive experiences, simplifying interactions, and better leveraging their data. 

Over time, the way institutions design their interfaces may become a key differentiator. 

How to get started 

For financial institutions, the challenge is not whether to adopt AI, but how to do it in a controlled and value-driven way. 

Key questions include identifying the most relevant use cases, integrating AI seamlessly into existing journeys, and ensuring trust, compliance, and user control by design. 

Why Sopra Steria 

At Sopra Steria, we support banks and insurers in designing and deploying AI-driven experiences. 

By combining strategy, design, and technology, we help institutions define their AI vision, create user-centric interfaces, and integrate these capabilities into complex environments while ensuring transparency, trust, and regulatory alignment. 

Our ambition is to deliver AI experiences that are not only innovative but also useful and trusted. 

Download the full White paper

"AI First in Europe – European Study on AI First Interfaces for Financial Services" 

Discover detailed user insights, concrete use cases, and actionable recommendations to guide your AI journey.