Abstract This study delves into the utilization of chatbots in the banking industry, focusing specifically on the customer perspective. With the rapid integration of artificial intelligence (AI) technologies, chatbots have emerged as key tools for enhancing customer service and operational efficiency in banking institutions. However, to optimize their effectiveness, it is crucial to understand how customers perceive and interact with these automated systems. The study explores key factors like customer satisfaction, perceived benefits, challenges, and preferences regarding chatbot interactions. The study aims to provide insights into customer attitudes and behaviors surrounding chatbot utilization, offering valuable implications for banks seeking to improve their customer service strategies.
Vaishnavi, M and Nithya, D (2024) Abstract This study delves into the utilization of chatbots in the banking industry, focusing specifically on the customer perspective. With the rapid integration of artificial intelligence (AI) technologies, chatbots have emerged as key tools for enhancing customer service and operational efficiency in banking institutions. However, to optimize their effectiveness, it is crucial to understand how customers perceive and interact with these automated systems. The study explores key factors like customer satisfaction, perceived benefits, challenges, and preferences regarding chatbot interactions. The study aims to provide insights into customer attitudes and behaviors surrounding chatbot utilization, offering valuable implications for banks seeking to improve their customer service strategies. International Journal for Research in Engineering Application & Management (IJREAM), 10 (1). pp. 1-3. ISSN 2454-9150
Full text not available from this repository.Abstract
Abstract This study delves into the utilization of chatbots in the banking industry, focusing specifically on the customer perspective. With the rapid integration of artificial intelligence (AI) technologies, chatbots have emerged as key tools for enhancing customer service and operational efficiency in banking institutions. However, to optimize their effectiveness, it is crucial to understand how customers perceive and interact with these automated systems. The study explores key factors like customer satisfaction, perceived benefits, challenges, and preferences regarding chatbot interactions. The study aims to provide insights into customer attitudes and behaviors surrounding chatbot utilization, offering valuable implications for banks seeking to improve their customer service strategies.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Keywords — Chatbot, Customer Perception, Experience, Banking Activities |
| Divisions: | PSG College of Arts and Science > Department of Management Sciences |
| Depositing User: | Dr. B Sivakumar |
| Date Deposited: | 03 Jun 2026 05:56 |
| Last Modified: | 03 Jun 2026 05:56 |
| URI: | https://ir.psgcas.ac.in/id/eprint/2907 |
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