Customer’s Awareness of Artificial Intelligence (AI) Powered Financial Assistant Services in the Banking Sector

Description

Page: 400-407

Nisha Rani, Tilak Sethi, and Pardeep Gupta (Haryana School of Business, Guru Jambheshwar University of Science & Technology, Hisar, Haryana)

In modern days, Banks are racing towards Artificial Intelligence (AI) powered Financial Assistant services to make it a big part of their digital strategy. The usage of one of the Artificial Intelligence (AI) powered Financial Assistant services, i.e., chatbots in the banking sector is the latest wave of new technologies adopted. Hence the aim of the present study is to know the level of awareness towards Artificial Intelligence (AI) powered Financial Assistant services among customers in the banking sector. The study is based on primary data collected through a structured questionnaire that contains six dimensions of services provided by AI-powered financial assistants such as account-related services, debit card-related services, deposit-related services, credit card-related services, loan-related services, and miscellaneous services. The data has been collected from 120 banking customers in the present study. Statistical tools like frequency, percentage, and mean have been used to analyze the data. The result of the present study indicates that customers are aware of all six dimensions of services provided by AI-powered financial assistants as taken in the present study. Among all six dimensions of services, the Account Related Services dimension got 1st rank followed by Debit Card Related Services, Deposit Related Services, Miscellaneous Services, Credit Card Related Services, and Loan Related Services.