TD Bank AMCB partnered with Ipsos to survey 2,500 adults across the U.S., producing the first-ever TD AI Insights Report.
The report sheds light on how Americans view artificial intelligence (AI) in financial services, highlighting both the opportunities and the challenges.
With digital banking now central to everyday life, the survey’s findings clearly show that consumers want AI to make banking more accessible, more secure, and more human – something that's also engrained in the DNA of TD Bank.
Around-the-clock access: The top demand
In a digital-first world, convenience is no longer optional, it’s expected. According to our AI Insights Report, 48% of consumers say 24/7 access to banking services is the most valuable benefit of AI.
From intelligent chatbots to automated service platforms, AI enables banks to deliver real-time support and transactions at any hour.
Whether it’s transferring funds at midnight or resolving account issues on a Sunday morning, customers now expect their bank to be more responsive than ever. For TD Bank, this shift represents a strategic opportunity to meet customers where they are - anytime, anywhere.
"As a large financial institution, it's important for us to understand where consumers are in their journey with AI and what's needed to build confidence and trust in AI-powered financial tools so that we can prioritize meaningful solutions and continue to create seamless interactions," said Ted Paris, Head of Analytics, Intelligence & AI at TD Bank.
Efficiency, security, and savings
Beyond availability, consumers see AI as a driver of speed, safety, and cost savings.
Around 40% of respondents cited increased transaction efficiency, while 39% pointed to enhanced fraud detection and security. These capabilities are especially critical as digital payment volumes rise and cyber threats grow more sophisticated.
AI-powered systems can analyze vast amounts of data in real time, flagging suspicious activity before fraud occurs. They also streamline back-end operations, cutting costs - a benefit recognized by 32% of survey participants.
For banks, the payoff is added efficiency. For customers, it’s a smoother, safer, and more affordable experience.
Bridging the generational divide
Yet not everyone is convinced. The survey found 22% of respondents don’t see benefits to AI in banking, with Boomers representing 35% of that group. Their concerns are rooted in two persistent issues: data security (cited by 65% of Americans) and the potential loss of human interaction (raised by 56%), particularly in sensitive areas like retirement planning and investment advice.
This generational divide highlights the need for trust and transparency. Younger consumers may lean into digital tools, but older generations still prize the reassurance of human connection. Banks must strike a balance, leveraging AI to enhance services while ensuring customers continue to feel heard, understood, and supported.
The path forward lies in hybrid models that blend AI’s efficiency with human empathy.
For more on how Americans are thinking about AI beyond financial services, revisit our earlier coverage:
We hope you found this helpful. This article is for informational purposes only and is based on information available as of October 2025 and is subject to change. This content is not intended to be used or acted upon with respect to any client's specific circumstances. For specific advice about your unique circumstances, consider talking with your qualified professionals.
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