As Mexican banks increasingly turn to artificial intelligence for everything from customer service chatbots to fraud detection, older adults are emerging as the group most left behind by this shift. Many say they simply don’t trust machines to handle something as sensitive as their money.
The concern isn’t just about clunky apps or confusing interfaces. It’s a deeper unease about handing decisions—and personal financial data—over to algorithms instead of a human teller or advisor. For a generation that grew up conducting all their banking in person, the idea of an AI system managing their accounts or flagging their transactions feels like a step too far.
This distrust points to a broader challenge facing financial institutions across Mexico and beyond: as banks race to modernize and cut costs through automation, they risk alienating older customers who may already feel disconnected from digital services. Experts warn that without proper support, training, and alternative options, this demographic could face greater difficulty accessing basic banking services, deepening the digital divide between generations.
The tension highlights a familiar dilemma in the age of automation—balancing innovation with inclusion, especially for those least equipped to adapt to rapid technological change.
To read the full report and hear directly from the older adults interviewed, check out the original article at jornada.com.mx.
Source: “No me da confianza que mi banco use IA”; adultos mayores, los más vulnerables a la digitalización (jornada.com.mx). English version produced with AI assistance.
Image: Banking-Academy, BY-SA 3.0 (via Openverse).