Battle to Onboard: The AI reality check

AI is moving into financial onboarding. The question is how ready providers and consumers really are. Battle to Onboard 2026 examines where consumers are comfortable using AI in financial services, how providers are approaching AI-initiated applications, and what this means for identity and trust. Based on independent research among 4,050 consumers and 450 financial services decision-makers across nine European markets.

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“The data makes it very clear that consumer relationships with AI are not binary. It's not a case of yes or no. Consumers are demonstrating thoughtfulness and restraint and, although the adoption curve is steep and accelerating, it's also highly nuanced.”

Dr Leda Glyptis
Chair of the Board, Bourn AI
Visiting Professor of Practice, Loughborough London

Inside the report, you'll discover

Why onboarding still loses customers: 60% have abandoned an online financial application, despite improvement since 2022.

How providers are preparing for AI-initiated applications: 79% say they are fully or somewhat prepared to receive and process them.

Where consumers are comfortable using AI: 65% prefer AI to assist rather than take control, while only 11% want it to complete the application.

Where trust becomes critical: identity, authorisation and consumer control become more important as AI moves from assisting to acting on a customer’s behalf.

What providers need to prepare for next: including Continuous Verification, Reusable IDs and Know Your Agent.