An Exploratory Study on the Effect of Artificial Intelligence-Enabled Technology on Customer Experiences in the Banking Sector
Author | El-Gohary, Hatem |
Author | Thayaseelan, Aksaya |
Author | Babatunde, Simeon |
Author | El-Gohary, Salma |
Available date | 2024-02-19T07:29:50Z |
Publication Date | 2021 |
Publication Name | Journal of Technological Advancements (JTA) |
Identifier | http://dx.doi.org/10.4018/JTA.20210101.oa1 |
Citation | El-Gohary, H., Thayaseelan, A., Babatunde, S., & El-Gohary, S. (2021). An exploratory study on the effect of artificial intelligence-enabled technology on customer experiences in the banking sector. Journal of Technological Advancements (JTA), 1(1), 1-17. |
Abstract | This study investigates how artificial intelligent technology in the banking sector has affected consumers’ overall experience. It focuses on how consumers’ personal digital transformation has affected digital banking development and how this further affects consumer’s expectations and experience. It assesses how banks use Artificial Intelligent Virtual Agents such as Chatbots to transform how consumers use their banking facilities. Lastly, this study investigates the scope of neobanks in the banking sector. The study found that digital transformations have led to an increase in consumers’ expectations from their banks. Whilst banks revolutionise their customer service offerings through virtual agents, customers are not engaging with these at an expected rate. Findings revealed that Neobanks are not operating at their expected traction due to consumer knowledge gaps, occasioned by a lack of advertised information to customers from their banks. |
Language | en |
Publisher | IGI Global Publishing |
Subject | Artificial Intelligence (AI) Chatbots Customer Experience (CX) Customer Relationship Management (CRM) FinTech Neobanks Virtual Agent (VA) |
Type | Article |
Pagination | 1-17 |
Issue Number | 1 |
Volume Number | 1 |
ESSN | 2767-3804 |
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Management & Marketing [701 items ]