A report from the Superintendency of Banks reveals that the adoption of artificial intelligence in the financial system has increased by 33 percentage points since 2021, while more than 5.2 million people use mobile banking applications
SANTO DOMINGO– The use ofartificial intelligence (AI) continues to expand in the Dominican financial system, where 79% of multiple banks already employ this technology in their operations, mainly in internal processes, cybersecurity, incident response and fraud detection.
This is established by the Dominican Banking Sector Digitalization Ranking 2026, published by the Superintendency of Banks (SB), whose results indicate that the incorporation of these technological tools has increased by 33 percentage points since 2021, reaching 44% of financial intermediation entities.
According to the study, the implementation of AI-based solutions varies among different types of institutions. While 79% of multiple banks use intelligent agents, the proportion reaches 50% in public and mixed entities, 40% in savings and loan associations, and 36% in savings and credit banks.
The document also shows that the technological transformation of the national banking system has advanced to a stage of greater maturity, characterized not only by the availability of digital platforms, but also by the increase in their use among customers.
More than 529 million transactions were carried out via self-service
One of the main findings of the report is that 81% of transactions carried out in the Dominican financial system were done through digital and physical self-service channels, far exceeding operations that require in-person assistance.
In absolute terms, these methods accounted for more than 529 million bank transactions, without the need for direct intervention by bank staff.
The study also indicates that all multiple banks currently have mobile applications and online banking services, while 81% of all financial intermediation institutions offer both alternatives.
This expansion has allowed for a wider range of products and services that can be managed entirely remotely, including more complex operations that previously required a visit to a branch.
More than 5.2 million people use banking apps
The research reveals that approximately 5.2 million people actively use mobile applications to conduct financial transactions, while more than two million access online banking services.
The growth of these platforms reflects a change in user habits, with users increasingly turning to technological tools to manage their resources, make payments, perform transfers, and check their banking products.
According to the survey results, 67% of participants expressed a preference for carrying out their procedures through digital channels.
On the other hand, mobile applications topped the perception of security among the various available alternatives, with a rating of 96%.
Despite technological advances, the report indicates that customers continue to consider in-person service important for certain transactions, especially those related to cash handling, complex operations, or situations requiring personalized guidance.
Older adults face difficulties adopting digital services
Although digitization has expanded access to financial services, the Superintendency of Banks identified challenges related to the use of these tools among people over 65 years of age.
This situation highlights the need to develop financial education programs and inclusive care strategies that facilitate the incorporation of this population segment into new platforms.
Consequently, the study highlights the importance of maintaining service alternatives that respond to the different capabilities and preferences of users, without limiting access for those who have difficulty carrying out operations electronically.
The evaluation included users from different regions of the country
To prepare the sixth edition of the ranking, the Superintendency of Banks collected information on the supply of digital channels through forms and virtual meetings with financial intermediation entities.
The data provided were verified by the institutions themselves, without modifications by the supervisory body.
Regarding demand, a survey was conducted among users of financial products in the personal and business segments, through telephone, digital and face-to-face interviews.
The investigation covered the North, South and East regions, with special attention to Santo Domingo and Santiago.
Additionally, an external firm specializing in evaluating customer experience on electronic platforms was hired, through the analysis of five functionalities and criteria related to ease of use, agility and simplicity.
This review made it possible to identify potential difficulties, barriers, and other elements that could affect users' interaction with banking services.
Ranking incorporates more demanding criteria to measure digitization
The Superintendency of Banks explained that the ranking was developed on a scale of 100 points, taking into consideration aspects such as digital functionalities, payments and transfers, level of digitization, ease of use, customer experience and migration of operations to electronic channels.
The 2026 edition incorporates more rigorous evaluation parameters, in line with the level of technological development achieved by financial institutions.
For this reason, the organization clarified that the variations in the scores do not necessarily represent setbacks in the digital transformation, but may instead reflect a stricter measurement of available capabilities.
Another modification introduced corresponds to the classification of the service channels, which were previously grouped under the name of alternative channels.
Starting with this edition, the report establishes three categories: digital channels, physical self-service channels, and assisted physical channels.
With these results, the study shows a greater presence of technological tools in Dominican banking, while identifying the need to continue improving security, accessibility and user experience in the face of the growing use of digital financial services.
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