Posh Releases First Large-Scale Production Data Report on AI in Banking, Analyzing Millions of Real Customer Conversations Across 125+ Financial Institutions

Boston, February 25, 2026 — Posh, the conversational AI platform purpose-built for banking, today released The AI Debate Is Over: What Millions of AI-Powered Conversations Revealed About Banking AI, a production data report drawn from 12 months of live deployments across more than 125 banks and credit unions, ranging up to $34 billion in assets under management.

Unlike reports based on surveys, projections, or pilot programs, this analysis is grounded entirely in real customer behavior. The report examines millions of production conversations, 312 million messages exchanged, and more than 2,000 executive strategy discussions to surface what is actually happening when financial institutions deploy AI at scale.

Key findings from the report include:

AI is resolving real customer demand at scale.
Across voice and digital channels, AI-powered conversations achieved a 71% resolution rate. An 85% voice return rate indicates that customers repeatedly choose AI for high-value and sensitive interactions when performance is consistent.

The after-hours economy is material, not marginal.
27% of voice and 35% of digital demand occurs between 5pm and 9am. These are not low-value inquiries. Fraud reporting, payments, balance checks, and card replacements dominate after-hours traffic. Institutions without 24/7 AI coverage are ceding measurable demand.

Voice remains dominant.
Despite years of digital-first strategy, 83% of AI interactions occur on voice. Customers consistently choose voice for transactions that matter, making voice AI infrastructure a strategic priority rather than a legacy channel.

Demand is concentrated and predictable.
The top 10 intents account for 60% of total volume. The top 25 account for 75%. Automating routine demand frees staff capacity, while the long tail of lower-volume intents presents meaningful revenue and relationship opportunities. Monday alone consistently represents 18% of weekly traffic, and seasonal surges in fraud and loan inquiries repeat year over year.

Knowledge fragmentation is costly.
Customers raised thousands of distinct topics across AI interactions, the same operational questions employees search for daily. Institutions that unify customer AI and employee knowledge systems generate compounding ROI from a single knowledge investment instead of maintaining parallel infrastructures.

AI Is Becoming Operational Infrastructure

The findings point to a structural shift underway in banking. AI is no longer a digital enhancement layered onto chatbots or IVRs. It is becoming operational infrastructure influencing customer experience, workforce productivity, knowledge management, and risk oversight simultaneously.

This shift is reflected in the emergence of what Posh describes as an Agentic AI Workforce - a unified layer of AI agents serving customers and employees, governed by shared knowledge, workflows, and compliance controls. In institutions where AI is deployed as isolated tools, gains remain incremental. In institutions where AI is implemented as coordinated infrastructure, the impact compounds across channels and departments.

The report outlines the ten most common executive questions raised prior to deployment, spanning integration, governance, ROI, regulatory defensibility, and adoption, and provides a practical six-question framework for distinguishing vendors with genuine production depth from those operating primarily in pilots.

Availability

The AI Debate Is Over is available now at [https://www.posh.ai/ebooks/ai-debate-is-over]. The report is intended for bank and credit union executives evaluating AI strategy, contact center modernization, and enterprise knowledge architecture.

About Posh

Posh is an agentic AI platform purpose-built for banking and deployed as part of its broader Agentic AI Workforce model — a coordinated system of AI agents operating across voice, digital, knowledge, training, and oversight functions. Serving more than 125 financial institutions, Posh is designed for banking operating reality — governed workflows, production integrations, measurable performance, and AI that can be managed as infrastructure rather than experimentation.

Learn more at posh.ai.