Abstract
The rapid advancement of artificial intelligence (AI) has revolutionized customer service in digital banking, with AI-powered chatbots playing a pivotal role in enhancing customer experience. This study examines the effectiveness of AI chatbots in improving customer satisfaction, reducing response times, and managing high query volumes compared to traditional customer service methods. It also explores their influence on customer retention and engagement. By leveraging customer data, AI chatbots deliver personalized experiences, fostering deeper connections with users and promoting long-term loyalty. The research further delves into the challenges and limitations faced by AI chatbots, including issues related to functionality, reliability, and user experience. Based on these findings, the study proposes strategies to optimize chatbot performance and address these limitations. Through a comprehensive analysis, this study aims to provide insights into the role of AI chatbots as transformative tools in digital banking, bridging the gap between technological capabilities and customer expectations. The findings from this research will contribute to a better understanding of how AI chatbots influence customer satisfaction, engagement, and retention while highlighting areas for improvement. This study emphasizes the growing significance of AI-driven solutions in shaping the future of digital banking, making them indispensable for enhancing customer experiences in an increasingly competitive financial landscape.
REFERENCES
Brown, William & Wilson, George & Johnson, Oliver. (2024). Understanding the Role of Chatbots in Enhancing Customer Service. 10.20944/preprints202408.0321.v1.
Desiraju, Kanti & Khan, Anupriya. (2024). Enhancing Customer Support Services in Banking Using Generative AI. 288-295. 10.1007/978-3-031-50192-0_25.
El Bakkouri, Bouchra & Raki, Samira & Belgnaoui, Touhfa. (2022). The Role of Chatbots in Enhancing Customer Experience: Literature Review. Procedia Computer Science. 203. 432-437. 10.1016/j.procs.2022.07.057.
Zainol, Suraya & Farid, Mohd & Hassan, Sallaudin & Mohd Noor, nor azila. (2022). Understanding Customer Satisfaction of Chatbots Service and System Quality in Banking Services. International Journal of Information Technology and Management. 15. 142-152. 10.22059/jitm.2022.89417.