A Pentagonal Neutrosophic TODIM Approach for MultiCriteria Decision-Making in Digital Banking Chatbot Assessment

Abstract

"Chatty robots," or chatbots, are a mix of the terms "chat" (to converse) and "bots," which is short for robots. A robot is any machine that has been programmed and managed by a computer. As the banking business evolves into a 24/7 service sector, it is imperative that customers receive continuous help; nevertheless, human agents are unable to meet this demand alone. This resulted in the creation of automated systems, like chatbots, that can manage complex problems with the aid of built-in system rules or external human input. These machines efficiently do difficult, dangerous, and repetitive tasks that were previously impossible for people to accomplish. Robotic process automation, or RPA, is crucial to modern banking because it reduces human costs, minimises operational errors, and ensures continuous, high-efficiency service. Chatbots are an extension of RPA that enhances service delivery, optimises client interactions, and boosts operational efficiency. Given the increasing reliance on online banking, it is critical to understand the key factors that influence chatbot efficacy. This study examines important chatbot assessment criteria in the West Bengal banking sector using a Pentagonal Neutrosophic Number (PNN)-based TODIM technique for multicriteria decision-making (MCDM). In order to demonstrate how RPA and AI-powered chatbots are transforming digital banking and customer relationship management while giving financial institutions useful data, this study looks at usability, security, flexibility, and customer satisfaction.