A Study on Adoption Intention of Customers towards AI Chatbots in Banking Industry
Vinay, Aryan, Anju Sonkar, Pote Akshay Rajendra
Mittal School of Business, Lovely Professional University, Punjab (India)
Abstract
The groundwork for comprehending the important connection between client adoption of AI chatbots and their effects on the Indian banking sector is laid forth in the introduction chapter. It outlines the importance of this research project by filling in gaps in the body of knowledge and presents the research questions, aims, and methods, giving a brief synopsis of the main points and purposes of the study. The adoption of AI chatbots in India's banking sector is examined in the literature review, which follows the technology's development from simple AI-driven interactions to sophisticated customer support. Novel solutions are put out in response to issues like regulatory compliance and customer trust. Future directions in AI chatbot technology are explored, including individualized services and platform-neutral integration. The major investigation described in the article was motivated by the review's identification of a critical gap in thorough and quantitative research. According to the report, consumers in India are depending more and more on AI chatbots to handle a variety of financial operations, as the technology gains traction in the country's banking sector. It is believed that integrating AI chatbots will improve customer service and operational effectiveness in a proactive manner. Furthermore, traditional banking services' main problems—like lengthy wait times and restricted availability—may be solved by AI chatbots. Customers' ongoing concerns about data security and privacy, however, underscore the necessity for banks to put strong security measures and open data policies in place. The study's conclusion emphasizes how crucial it is to comprehend how Indian banks want to use AI chatbots in terms of client uptake. This research adds to a more thorough knowledge of the role of AI chatbots in changing the banking landscape by filling in gaps in the literature and offering insights into customer perceptions and behaviors. In order to successfully encourage the adoption of AI chatbots among Indian clients, banks will need to concentrate on fostering trust, improving security protocols, and providing customized experiences going forward.
