AI is already part of some financial services Americans use—not as one all-purpose money manager, but as a collection of tools for assessing credit applications, screening transactions, answering questions and handling disputes. It can help firms spot patterns or process routine tasks, while also raising questions about accuracy, fairness, privacy and access to a person when something goes wrong. These uses are not universal, and the available evidence does not show that AI has made financial outcomes better for consumers overall.
1. Credit models can weigh more information when you apply to borrow
What may change
Lenders can use automated models to evaluate applications, and some may consider information beyond what a traditional credit score captures. That could help assess applicants who are difficult to score using conventional methods, or make parts of underwriting more efficient. Those are potential benefits, not proof that AI expands access or produces fairer decisions in practice.
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What applicants should know
More inputs and more complex models can also make a decision harder to understand, and they do not remove the risk of inaccurate or discriminatory outcomes. In the United States, a lender that denies credit or takes another adverse action must still provide specific, accurate reasons. The CFPB’s 2020 Innovation spotlight: Providing adverse action notices when using AI/ML models describes the potential and risks; its September 19, 2023 guidance, CFPB Issues Guidance on Credit Denials by Lenders Using Artificial Intelligence, makes clear that a complex algorithm is not an excuse for a vague explanation. If a notice does not make sense, ask the lender to clarify the reasons it gave.
2. AI can help flag suspicious card activity
Card issuers, payment networks and processors use AI to help detect payment fraud, according to the CFPB’s 2025 Consumer Credit Card Market Report to Congress. The consumer-facing aim is to identify unusual patterns and prevent unauthorized activity. A flagged transaction may need review or confirmation; automated screening is not a guarantee that every fraudulent payment will be stopped, nor does the report establish how often legitimate activity is incorrectly flagged.
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3. Scammers can use AI to make deception more convincing
AI can support fraud defenses, but it can also help scammers create or scale impersonation and payment scams. The CFPB’s 2025 credit-card market report discusses this two-sided use, including generative AI. The broader problem remains substantial: in the Federal Reserve’s 2026 report on U.S. household well-being, 20% of U.S. adults said they experienced financial fraud or scams in 2025. The same report estimated total non-credit-card fraud at $100 billion in 2025, with $56 billion borne directly by consumers; those figures are estimates for non-credit-card fraud, not totals for all fraud.
The CFPB report also cites a Deloitte Center for Financial Services forecast that generative AI could enable U.S. fraud losses to reach $40 billion by 2027, from $12.3 billion in 2023. That is a forecast reported secondhand by the CFPB, not a measured 2027 outcome or a government estimate.
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A practical response
- Treat unexpected requests for money, passwords or account codes as suspicious, even when a message or caller sounds plausible.
- Verify requests independently through the financial institution’s official app, website or phone number—not contact details supplied in the message.
- If you see an unfamiliar transaction, contact your card issuer promptly through an official channel.
4. Chatbots can handle routine questions—but may fail on complicated ones
Financial firms use automated assistants to respond to customer requests. A bot may be convenient for a simple question, but the CFPB’s 2023 report Chatbots in consumer finance describes problems including inaccurate answers, repetitive loops, unresolved complaints, weak access to a human, and privacy and security concerns. The report discusses risks and complaints; it does not establish what share of all financial chatbots fail.
For an urgent account issue, a disputed charge or a problem the bot does not understand, use the institution’s official contact channel and ask to speak with a person. Do not keep sharing sensitive information in a conversation that is not resolving the issue. The CFPB’s position is that chatbots should not be the primary customer-service vehicle when they fail to understand a request or when a person’s message conflicts with the system’s programming.
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5. AI-assisted financial advice is an emerging category
The CFPB’s 2025 credit-card market report says AI-driven applications and interfaces for personal financial advice related to credit cards have begun to emerge. That is a limited claim about an emerging category—not evidence that such tools are widespread, that they improve consumers’ decisions, or that they can replace a qualified adviser or manage someone’s complete financial life. The report does not compare named consumer products.
If you consider an advice tool, check what information it asks for, how it explains recommendations, whether a person can review a consequential decision, and how the provider handles errors and data. An answer generated from incomplete or incorrect information may not fit your circumstances.
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6. AI may help route or process credit-card disputes
The CFPB’s 2025 report describes AI being used to streamline credit-card dispute-resolution procedures. Faster routing or processing is a plausible use, but the report does not measure whether consumers receive faster resolutions or better outcomes. Keep records of the transaction, relevant messages and your contacts with the issuer, and submit a dispute through the issuer’s formal process rather than relying on a chatbot conversation alone.
7. Behind the scenes, AI can monitor compliance and assign risk scores
Financial institutions may use AI for compliance monitoring and fraud screening, including third-party risk scores, according to the CFPB’s 2020 innovation spotlight and its 2024 comment on AI in financial services. These systems can be invisible to a customer but still affect whether a transaction is approved or whether someone is offered or approved for a financial product.
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For U.S. consumers, existing federal consumer-finance laws can apply when institutions use advanced technologies for lending or fraud screening. The CFPB says fraud-screening scores used in decisions about offering or approving a financial product may implicate the Fair Credit Reporting Act. The applicable protections depend on how a system and score are used; this is general information, not individualized legal advice.
What these changes mean for consumers
AI in finance is a set of different institutional tools, not a single product and not necessarily generative AI. Some uses may speed routine work or help identify patterns, but the cited evidence does not establish better overall consumer outcomes. When a decision affects your credit, a payment, a dispute or access to support, ask what happened, keep records, use the institution’s formal process and seek a human explanation when automation is not resolving the issue.
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