One in Two Aussies Expect AI Agents to Speed Up Financial Transactions

Australians are optimistic about the potential of AI to accelerate financial transactions, with 55 per cent expecting the technology to make things quicker, a significant jump from just one in three consumers (37 per cent) in 2023.

That’s according to the latest Connected Financial Services report from Salesforce, which also found 46 per cent of Australians would at least somewhat trust the use of AI agents in financial services. 

A survey of 9,500 financial services institution (FSI) customers worldwide – including 500 from Australia and New Zealand respectively – the Salesforce Connected Financial Services 2025 report uncovers insights into how customer experiences, including those increasingly powered by AI agents, are changing individuals’ relationships with their FSIs.

Why it matters: The rapid adoption of AI in financial services is transforming the industry, particularly in Australia and New Zealand where confidence in AI’s ability to impact customer experiences is on the rise. 

Consumers report that competitive rates, fees, and pricing keep them loyal to their FSI. With declining interest rates making introductory incentives less feasible for FSIs, differentiated customer service and digital experiences are getting renewed attention. 

The advent of AI agents presents a compelling opportunity for FSIs to boost their digital experiences to not only meet, but exceed customers’ high expectations for speed and personalisation.

Key insights from the research include:

45% at least somewhat trust the use of AI agents in financial services, but only 8% are fully on board. 

• Differentiated service and experience can outweigh rates and fees
  • Australia
    • 39% would stay with a provider that offers excellent service, even if fees increased. This is especially true for high-earners (46%).
  • New Zealand
    • 42% would stay with a provider that offers excellent service, even if fees increased. This is especially true for high-earners (44%).

• Consumers have big expectations for AI in financial services
  • Australia
    • 47%, including 58% of Gen Z and 56% of millennials, expect AI to play a bigger role in financial services than in other industries. 
    • Most interested in use cases that prevent fraud, lower prices, and complete routine tasks.
  • New Zealand
    • 44%, including 52% of Gen Z and 42% of millennials, expect AI to play a bigger role in financial services than in other industries. 
    • Most interested in use cases that prevent fraud, lower prices, and surface personalised offers.
      
• Building trust is essential as agentic AI is rolled out
  • Australia
    • 46% at least somewhat trust the use of AI agents in financial services, but only 8% are fully on board. 
      • The top factors that would build consumers’ trust in AI agents are transparency into their use, validation of their outputs, and built-in protections.
    • New Zealand
      • 45% at least somewhat trust the use of AI agents in financial services, but only 8% are fully on board.

“Employees are calling out for technology to make them more productive and reduce time spent on mundane tasks. AI agents offer financial services firms the chance to stand out, improve productivity and enhance customer experiences.”

Jane Brown, Senior Vice President, Enterprise, Salesforce Australia and New Zealand

The Salesforce perspective: “Financial services institutions are under more pressure than ever before to provide exceptional customer service, as consumers compare businesses based on the quality of AI powered interactions. Equally, employees are calling out for technology to make them more productive and reduce time spent on mundane tasks. AI agents offer financial services the chance to stand out, improve productivity and enhance customer experiences.” – Jane Brown, Senior Vice President, Enterprise, Salesforce Australia and New Zealand.

Methodology

Salesforce conducted a double-anonymous survey of 9,500 bank, insurance, and wealth management customers worldwide. The survey was conducted between September 10 and October 18, 2024 across 22 countries in North America, Latin America, Asia-Pacific, and Europe. 500 respondents were from Australia and New Zealand respectively. Additional methodology and survey demographic details can be found in the Connected Financial Services report. Cultural bias impacts country-level survey results.

More information:

• Read the global newsroom post for more detail and analysis
• Access the full Connected Financial Services Report
• Read more about how ANZ execs are prioritising agentic AI