Using Artificial Intelligence to Improve Customer Experience in the Banking Sector

Abstract

The main objective of this study is to study the impact of using artificial intelligence to improve customer experience in the banking sector. The descriptive and analytical approach was used to achieve the study objectives and answer its questions. The study community consisted of all customers in the banking sector, where social media was used. The electronic questionnaire was sent on social media sites, and there was a response from community members. 530 responses were collected. The Statistical Package for the Social Sciences (SPSS) program was used. The findings indicate a positive effect of artificial intelligence on customer experience within the banking sector. The study recommends that banks aim to improve customer service by providing instant solutions and accurate analytics, which contributes to enhancing trust between customers and the bank. AI technologies can also provide new financial services, such as digital payment solutions or microfinance, which helps banks innovate and provide advanced solutions.