Adopción de la inteligencia artificial en banca: perspectivas y receptividad de clientes bancarios

This article examines the impact of artificial intelligence on the Spanish banking sector, with a focus on its adoption and its influence on customer experience. Using data from a survey of 2,018 Spanish banking customers, it is observed that the perception and awareness of artificial intelligence usage are related to educational level, income, and employment status. Additionally, empirical evidence is presented showing the positive role of the customer’s digital profile in the acceptance of artificial intelligence-based banking technologies, highlighting the importance of digitalization in receptivity towards these innovations.

Carbó Valverde, Santiago, Pedro J. Cuadros Solas & Francisco Rodríguez Fernández (2025). «Adopción de la inteligencia artificial en banca: perspectivas y receptividad de clientes bancarios». Papeles de Economía Española no. 186 (December): 39-52. Available at: https://www.funcas.es/wp-content/uploads/2026/01/Carbo-et-al_PEE186.pdf