Toward the utilization of chatbots in the banking sector

Abstract

The increasing interest in artificial intelligence led many industry sectors to incorporate this technology in order to remain competitive. The integration of artificial intelligence chatbots in the banking sector has brought significant changes. While chatbots offer efficiency and convenience, they also have limitations in handling complex situations. This research examines the impact of chatbot technology in the banking sector, specifically its application for client communication, and assistance in banking activities. To analyze chatbot capabilities, two use case scenarios are defined, representing real banking services of varying complexity and human involvement. SWOT analysis was used to explore the benefits and limitations of the chatbot application.