[This article belongs to Volume - 54, Issue - 02]
Gongcheng Kexue Yu Jishu/Advanced Engineering Science
Journal ID : AES-30-12-2022-646

Title : ARTIFICIAL INTELLIGENCE IN CUSTOMER SERVICE: A REVIEW ON BANKING INDUSTRY
1Joby Jacob, 2Dr.V.Sangeetha

Abstract :

Financial institutions must use digital innovations to be competitive in today's market and meet evolving client expectations. These innovations are no longer optional in the modern banking landscape. Artificial intelligence (AI) has been the primary force behind the revolutionary disruption of banking channels (such as automated teller machines, internet banking, and mobile banking), services (such as check imaging, speech recognition, and chatbots), and solutions in the modern banking age (e.g., AI investment advisors and AI credit selectors). The usage of AI in banking is widespread, with applications in the front office (voice assistants and biometrics), middle office (complicated legal and regulatory workflows) and back office (smart credit underwriting with machine learning