Customer Perception of Artificial Intelligence in Public Banking: An Empirical Analysis

Abstract

The widespread consensus is that artificial intelligence is the ability of robots to mimic human intelligence by performing activities that are similar to those of humans. The contemporary environment, which is marked by a sharp growth in AI use, highlights the technology’s expanding importance. Two fundamental ideas form the basis of AI’s operational framework. Firstly, there is an emphasis on understanding the mechanisms of the human brain and grasping its cognitive processes. Subsequently, these insights are practically implemented by applying machine learning methodologies. This research study investigates customer perspectives on integrating AI within the Banking Industry. To achieve this objective, participants were specifically chosen from the customer bases of certain public sector banks. The primary data used in this study was gathered through the use of a structured questionnaire. For the study, 439 responders were taken into consideration. Random sampling was used to choose the responders. Customers of selected public sector banks were chosen for the study. This article demonstrates how important AI is to the banking industry. Additionally, it identifies the primary features or circumstances that impact the banking industry’s adoption of AI. The study tries to comprehend artificial intelligence and its significance in the banking service.