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International Journal of Science, Strategic Management and Technology

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THE IMPACT OF AI AND CHATBOTS ON CUSTOMER SERVICEIN RETAIL BANKING

AUTHORS:
Rihan Choudhary
Mentor
Dr. Rachna Dhingra
Affiliation
DOI: 10.55041/ijsmt.v2i4.480
CC BY 4.0 License:
This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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Abstract

Over the past decade, artificial intelligence (AI) and chatbot technologies have quietly reshaped the way customers interact with retail banks. What began as a push for digital convenience has become a broader transformation of the customer service experience. This paper takes a closer look at how banks are using AI-driven chatbots to respond more quickly, offer personalized support, and reduce operational costs. While these technologies bring clear advantages—such as handling routine inquiries and freeing up human staff for more complex issues—they also raise important questions around trust, privacy, and the emotional depth of customer interactions. The COVID-19 pandemic accelerated digital adoption, making these tools more relevant than ever. But for AI to truly succeed in this space, it must do more than just work efficiently—it must work well with people. This research explores the opportunities and limitations of AI in retail banking and suggests that the future lies in thoughtful collaboration between human insight and machine intelligence

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PUBLICATION DETAILS
Review Type:
Double-Blind Peer Review
License:
CC BY-NC 4.0
Volume/Issue:
Volume 02, Issue 04
Review Rounds:
2
Article Type:
Research Article
Publication Date:
Apr 29 2026
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Choudhary, R. (2026). The Impact of AI and Chatbots on Customer Servicein Retail Banking. International Journal of Science, Strategic Management and Technology, 02(04). https://doi.org/10.55041/ijsmt.v2i4.480

Choudhary, Rihan. "The Impact of AI and Chatbots on Customer Servicein Retail Banking." International Journal of Science, Strategic Management and Technology, vol. 02, no. 04, 2026, pp. . doi:https://doi.org/10.55041/ijsmt.v2i4.480.

Choudhary, Rihan. "The Impact of AI and Chatbots on Customer Servicein Retail Banking." International Journal of Science, Strategic Management and Technology 02, no. 04 (2026). https://doi.org/https://doi.org/10.55041/ijsmt.v2i4.480.

References
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2.Belanche, D., Casaló, L. V., & Flavián, C. (2019). Artificial Intelligence in FinTech: understanding robo- advisors adoption among customers. Industrial Management & Data Systems, 119(7), 1411-1430.

3.Dignum, V. (2020). Ethics in artificial intelligence: introduction to the special issue. Ethics and Information Technology, 22(1), 1-3.

4.Fernandes, T., & Oliveira, E. (2021). Understanding consumers' acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption. Journal of Business Research, 122, 180- 191.

5.Følstad, A., &Skjuve, M. (2019). Chatbots for customer service: user experience and motivation. In Proceedings of the 1st International Conference on Conversational User Interfaces (pp. 1-9).

6.Marinković, V., & Obradović, V. (2015). Customers' emotional reactions in the banking industry. International Journal of Bank Marketing, 33(3), 243-260.

7.Mhlanga, D. (2020). Industry 4.0 in finance: the impact of artificial intelligence (AI) on digital financial inclusion. International Journal of Financial Studies, 8(3), 45.

8.Møller, M. H., Petersen, C., & Mortensen, C. R. (2021). Trust in artificial intelligence: A five country study. Economics & Sociology, 14(2), 83-98.

9.Pousttchi, K., & Dehnert, M. (2018). Exploring the digitalization impact on consumer decision-making in retail banking. Electronic Markets, 28(3), 265-286.
Ethics and Compliance
✓ All ethical standards met
This article has undergone plagiarism screening and double-blind peer review. Editorial policies have been followed. Authors retain copyright under CC BY-NC 4.0 license. The research complies with ethical standards and institutional guidelines.
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