Forrester projects customer-facing AI assistants will be offered by 40% of banks in 2027, placing the tools alongside operating changes and technology dealmaking in its banking outlook.
The estimate appears in the research firm's Oct. 14 report, Predictions 2027: Banking And Investing. The report also examines AI-native operating models, retail participation in investing and platform consolidation, setting the assistant figure within a broader look at banking and investment services.
In an Oct. 22 post, Forrester Principal Analyst Aurelie L’Hostis discussed projections for customer assistants, AI transformation programs and mergers and acquisitions in AI banking technology. The forecasts cover activity in customer services, bank operations and the companies supplying financial technology.
Forrester expects one-third of banks to announce AI transformation programs and gives a 5% success figure. The transformation forecast concerns broader operational changes, while the assistant estimate covers tools offered to customers.
Forrester points to proprietary data, decisioning capabilities and specialist expertise as ways banks could set their customer-facing assistants apart. The firm cautions that some banks could rebrand current AI efforts while leaving their operating models intact.
Forrester forecasts a 50% rise in 2027 dealmaking involving AI banking technology. It expects acquirers to value scale, proprietary data, governance and orchestration.
Questions about oversight have also arisen as banks weigh AI. Central Bank of Ireland Governor Gabriel Makhlouf said on Oct. 8 that directors need expertise to assess AI’s limits and keep responsibility for decisions clear. His comments on AI accountability addressed the role of bank directors as the technology develops.
The forecasts cover customer services, operational changes and consolidation among technology providers. They are projections for 2027, rather than completed launches, transformations or acquisitions.
