Transforming Banking Customer Service: A Detailed Exploration of AI Adoption with Lessons from European Countries

Maria-Emilia Dinculeanä‚
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Maria-Emilia Dinculeanä‚: University of Craiova

Finante - provocarile viitorului (Finance - Challenges of the Future), 2024, vol. 1, issue 26, 138-159

Abstract: This study explores the transformative impact of artificial intelligence (AI) on customer service in the banking sector, highlighting its role in improving operational efficiency and customer satisfaction. The adoption of AI technologies, particularly conversational agents such as chatbots, has revolutionised customer interactions by providing 24/7 support, automating routine queries and facilitating personalised banking experiences. The research examines critical factors influencing customer adoption of AI-powered services, including website design, brand image and customer satisfaction, as identified through empirical studies in different contexts, including the European banking sector. In addition, the study examines the ethical and regulatory challenges associated with the implementation of AI, highlighting privacy and security concerns and the need for robust regulatory frameworks to protect consumer interests. By examining real-world case studies from Europe and Romania, the research illustrates how different banking models are adapting to AI advances and the varying degrees of success achieved in improving the customer experience. Ultimately, the study provides valuable insights for policymakers and banking institutions on the strategies needed to harness the potential of AI while addressing the challenges it poses. The findings underscore the importance of balancing technological innovation with ethical considerations to ensure that AI serves as a tool to enhance customer relationships and operational practices in the evolving landscape of the banking industry.

Keywords: Artificial Intelligence (AI); Customer Service; Banking Sector; Customer Satisfaction; Ethical and Regulatory Challenges (search for similar items in EconPapers)
JEL-codes: G21 O33 (search for similar items in EconPapers)
Date: 2024
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