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This paper looks into how artificial intelligence technology has impacted customers' overall experiences in the banking industry. It focuses on the impact of personal digital transformation on consumers, influences the development of digital banking, and how this has influenced consumer expectations experience. It examines how banks employ chatbots and other artificially intelligent virtual agents to transform their businesses and how people use their banking services Finally, the extent of neobanks is investigated in this work. The banking industry According to the survey, digital transformations have resulted in a rise in consumer spending expectations from their financial institutions. Despite the fact that banks are revolutionizing their customer care offerings though customers are not engaging with virtual agents at the expected rate. According to the findings, consumer understanding gaps caused by neobanks, are not gaining traction as expected.
Published Date: 2021-11-25; Received Date: 2021-11-02