Trust in AI grows but skepticism lingers in key life decisions

Yet the same report emphasizes that this trust is not absolute: roughly half of respondents say they trust both technology and traditional institutions equally, "while only a small minority express an exclusive preference for digital platforms (11%) when making important everyday decisions."

This distinction becomes clearer when examining specific areas. In financial management, for example, "there is greater openness to digital solutions." In this case, 40% of respondents say they prefer using apps or online platforms to manage their money, "reflecting the growing normalization of these services."

The idea that the future of banking lies increasingly in digital solutions is supported by Diogo Silva, CEO of Naura Innovation Lab, a Portuguese company specializing in software and technological solutions, in an exclusive interview with Expresso.

"In banking, I think it will be very difficult for any bank in the next five years not to have a banking app," he states, arguing that without this channel, "it will be very difficult for banks to remain competitive." "The banking sector will not exist without mobile apps and artificial intelligence in the coming years," he concludes.

In healthcare, however, there is more caution regarding trust in and adoption of digital platforms, with "a balance between those who first turn to online research or AI (47%) and those who choose to directly contact a healthcare professional (46%)."

"This pattern suggests that consumers use digital tools as a starting point, particularly for initial assessments, but continue to value human validation in more sensitive and complex situations," the study highlights.

Trust in AI Grows, but Security Concerns Persist

The increasing use of artificial intelligence tools is also accelerating this transformation—but not without reservations. According to the same study, 60% of consumers already use AI systems for information searches, decision-making support, or automated recommendations. Still, trust in these tools remains limited: more than half of respondents (51%) say they are uncomfortable making decisions based solely on AI-generated advice.

When it comes to technology as a whole, the potential for error emerges as the primary source of distrust, cited by 66% of consumers. This is compounded by concerns over the use of personal data and the lack of human interaction, both mentioned by 42% of respondents.

In the specific case of artificial intelligence, security risks take on even greater significance. An overwhelming majority of consumers (90%) express concern about potential fraud or misuse of information.

"Cybersecurity plays a central role in building trust. The ability of digital platforms and institutions to ensure data protection, transparency, and user control will be decisive in sustaining the evolution of the digital ecosystem," the study concludes.

The ConsumerChoice study is based on an online survey of 211 participants aged 25 to 64.