Author(s) :   Dr. P Bastin Arockia Raj

Abstract : The adoption of artificial intelligence (AI) chatbots in the banking sector is transforming customer interactions, offering new opportunities for service delivery. This study examines customer awareness and acceptance of AI chatbots, focusing on the impact of demographic factors on these perceptions. Using a sample of 61 respondents, the study employs chi-square and ANOVA analyses to explore associations between gender, age, and customer experiences with chatbots. The findings indicate that there is no significant association between gender and awareness, nor are there notable differences in familiarity levels across demographic groups. Additionally, the study finds no significant relationship between age and ease of use or between gender and satisfaction with chatbot services. Key challenges identified include issues with query interpretation, lack of personalization, technical problems, and concerns regarding security and privacy. These insights suggest that while AI chatbots offer enhanced service efficiency, improvements are needed to address these challenges and better meet customer expectations. This research provides practical recommendations for banks to optimize their chatbot implementations, enhancing customer engagement and satisfaction. This research offers valuable perspectives on the role of AI chatbots in the banking sector, assisting financial institutions in optimizing their digital strategies and meeting evolving customer expectations.

Keywords: Artificial intelligence, Chatbots, Banking sector, Customer satisfaction.

DOI : 10.61161/ijarcsms.v13i3.5

Pages : 50-55

*Authors are invited to submit papers through E-mail at editor.ijarcsms@gmail.com