As economic volatility continues to affect Americans, the current condition of the American middle class can offer insight into everyday financial preferences. So how do middle-income Americans currently feel about the role of AI and digital financial services in their financial interactions? A recent report by Santander US offers details.
What Does AI Use for Finances Look Like for Middle-Income Americans?
The recent Santander US Paths to Prosperity report, which focuses on middle-income Americans, shows that younger Americans – including Gen Z and Millennials – are embracing AI in their financial life at 50% for both generations, compared to 34% of Gen X and 22% of Baby Boomers. Those using AI services to help with their finances are most often looking for everyday ways to save money, though they could also be looking for help with investment decisions or understanding rates, fees, or documents.
Also, in Q2 of 2026, over half of those surveyed (51%) felt that AI would help their financial prosperity, while 23% felt it would hurt their financial prosperity, and 26% didn’t know.
Middle-Income Americans Prefer AI for Convenience but a Human Touch for the Complex
Digital banking services were very popular with those surveyed, with 51% banking only or mostly digitally, 15% banking only in person, and 34% banking both ways.
The report also found that those surveyed predominantly preferred digital options to check balances (84%), review statements (79%), and transfer money between accounts (80%), while generally preferring in-person help for talking over big financial decisions (64%), choosing banking products (53%), and resolving account issues (51%).
How Does CBE Balance Digital Financial Services with a Human Touch?
CBE understands that a smart balance between digital financial services and human interaction is important to our clients and their customers. That’s why we tailor our solutions and services to the needs of our clients and customers. Our convenient online payment portal and smart IVR phone options allow for 24/7 payments whenever it’s convenient for customers. For customers who prefer a human touch, our compassionate and capable live agents can walk callers through payment plan options and other questions.