Assessing the customer adoption and perceptions for AI-driven sustainable initiatives in Indian banking sector

Abstract

It is said, “Technology is a weapon and there is no escape from technology.” Many businesses are getting growth and expansion because of the usage of technology. Banking sector is one of them. It is must for banking sector to exploit the available opportunities by using technologies to penetrate the urban as well as rural areas. Usage of artificial intelligence (AI) based tools products and services is contemporary developments in banking. Banks are achieving accelerated growth and expansion. AI applications can fetch the financially left out individuals into formal and structured financial services segment utilizing their exclusive characteristics such as speed, security, cost-effectiveness and customization. Transition in banking sector is getting implemented by use of AI enabled robots, mobile banking, chatbots etc. Artificial intelligence is making banking and financial institutions powerful by utilizing the technology and redefining the way they used to operate to achieve more efficiency and growth. It is clearly observed from the available literature that banking sector is utilizing artificial intelligence to grow and follow sustainable approach. The main objective of the present research work is to understand and acknowledge the customer’s perception related to bank powered AI tools, products and services after analyzing the data collected through survey of customers through structured questionnaire. Research work aims to understand the customer review on usage of AI tools, technology and their adoption so that future strategies related to adoption of AI for banking can be erected. Research work mainly focuses on primary data by constructing the structured questionnaire. The outcome will assist bankers to apply, modify and upgrade the artificial intelligence tools to attract the population as well as to enhance customer satisfaction. The major findings of the research are the AI tools used by the banks should be user friendly and gender neutral.