While artificial intelligence ( AI ) has become firmly embedded in the daily lives of Hong Kong consumers, many remain concerned about keeping pace with its rapid evolution, according to a recent survey,
There is also a growing openness to more advanced AI applications, including agentic commerce, which underscores the continued importance of human expertise and trust, finds Citi Hong Kong’s 2026 Citi Wealth AI Pulse Survey, which was conducted online in Hong Kong and completed in early September 2026, among 1,053 Hong Kong respondents aged 21 to 69.
And, despite widespread AI adoption ( 92% ), more than half ( 52% ) say they are concerned about keeping up with AI developments, showing that adoption alone does not automatically translate into confidence.
The tension is particularly evident among younger generations. While AI adoption among Gen Z has reached 100%, the survey points out, 66% are concerned about keeping pace with developments, the highest level among all generations surveyed, creating a so-called “Gen Z paradox”.
Human-led, AI-enabled
While consumers are increasingly receptive to AI’s role in wealth management, the survey notes, they continue to view human expertise as an essential pillar of financial decision-making.
And 61% believe AI is already transforming how wealth is managed today, the survey points out, and 82% expect AI to have at least a moderate impact on wealth management over the next one to three years.
Among AI wealth tool users, adoption is still concentrated around information gathering and decision support, led by three primary use cases:
At the same time, 77% of the respondents from the emerging affluent segment – those with assets under management of at least HK$1.5 million ( US$191,169 ) – prefer AI to inform or recommend actions, while only 4% allow AI to manage investments entirely on its own. This sharp contrast suggests that consumers expect AI to augment rather than replace the existing advice model.
Agentic commerce
AI is already demonstrating tangible value in everyday life, helping consumers make faster and more informed purchasing decisions. In shopping specifically, the top three AI use cases are:
Among consumers who have used AI-powered shopping tools, 73% report being satisfied with their experience, according to the survey, suggesting that practical, positive interactions are building consumer confidence in the technology.
This growing familiarity is paving the way for the next evolution of AI: agentic commerce, where AI moves beyond providing recommendations to completing actions and transactions on consumers' behalf.
More than half ( 53% ) of consumers say they are willing to try agentic commerce within the next 12 months, rising to 71% among high-net-worth individuals.
However, broader adoption will depend on addressing key concerns around security, information accuracy and potential bias, underscoring the importance of trust as AI capabilities continue to evolve.
Banks most trusted AI wealth providers
While AI adoption continues to grow, the survey suggests, the next phase of adoption will depend less on technology itself and more on trust. Consumers ranked traditional banks as the most trusted providers of AI-powered wealth solutions.
Trusted, secure and well-governed platforms, the survey indicates, will play a critical role in driving future adoption, reinforcing that while innovative features may spark interest, trust will ultimately determine whether consumers move from experimenting with AI to embracing more advanced and sustained use cases.
“AI is no longer a future concept,” says Sarah O, Citi’s head of digital growth, cards and unsecured lending sales. “It is becoming an integral part of how we learn, plan and make decisions.
“As adoption continues to accelerate, the opportunity is to harness AI in ways that make everyday experiences more relevant, seamless and meaningful, while maintaining the human judgement and trust that people value.”
