Exploring Customer Satisfaction in Indian Banking Through Artificial Intelligence: Insights, Trends, and Global Parallels

This report analyzes customer satisfaction with AI-based banking services in India, examining survey data from 60 respondents across SBI, HDFC, Axis, and PNB. The study investigates customer perceptions of chatbots, voice assistants, predictive alerts, and AI-driven personal finance recommendations, focusing on factors influencing satisfaction and preferences for AI versus human interaction. The analysis reveals potential trends, including higher satisfaction with chatbots, a preference for human interaction for complex needs, and the importance of digital comfort in AI adoption. However, the small sample size necessitates cautious interpretation, emphasizing the need for future research with larger datasets. The report concludes by offering recommendations for banks and policymakers to promote responsible AI innovation in the Indian banking sector.