The Future of Conversational AI in Banking: A Case Study on Virtual Assistants and Chatbots*: Exploring the Impact of AI-Powered Virtual Assistants on Customer Service Efficiency and Satisfaction

Abstract

The integration of conversational AI has improved the service efficiency of the baking industry globally. This study aims to explore the contribution of AI-powered virtual assistants in improving customer service efficiency and satisfaction in the banking sector. It has been found that AI powered chatbot help in delivering personalized services to consumers in the banking industry. The use of secondary data and thematic analysis have become beneficial in responding to the demands of the research objectives. Thematic analysis has helped identify the potential benefits and limitations of the use of conversational AI within the banking industry.