Artificial Intelligence in Banking

Abstract

Artificial intelligence is considered a multi-layered and multidimensional disruptive innovation. Many studies have been conducted to understand the multidimensional impacts of AI, particularly its social, legal, economic, environmental, and business impacts. The use of artificial intelligence is increasing in almost every industry today, and it is expected to change the service industry, in particular. This book chapter examines the development of artificial intelligence in financial services and discusses the customer adoption criteria for social robots. The characteristics and advantages of chat bots and robo advisors were analyzed in detail. This chapter argues that chatbots and robo-advisors are new actors in banking and discusses their role in the service ecosystem and their impact on banking strategies. The book chapter treats the long-term effects of AI in the banking industry and provides a framework for understanding customer perceptions and customer adoption criteria in financial services.