Trends Report

With Italians Across Age Groups Willing To Experiment, Opportunities Abound For Financial Services And Chatbots

January 29th, 2020


Only a handful of Italian online adults use chatbots to engage with their financial services providers. Italian financial services firms need not worry that their chatbots will only appeal to Millennials; compared with other European countries, chatbot adoption is more evenly distributed across different Italian generations. Just under a third of Italian online adults believe that chatbots can handle mundane financial tasks, and a quarter are comfortable using chatbots for customer service in financial services. Still, as Italian financial services firms continue to offer human support, almost half of online adults are not interested in using virtual agents for customer service in financial services.

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