How does the integration of generative AI technology impact customer experience in digital banking?
Best insight from top research papers
The integration of generative AI technology significantly impacts customer experience in digital banking. Studies show that AI service quality influences the overall co-creation experience with AI, with customer response capabilities playing a crucial role in enhancing customer interactions . Factors such as service quality, perceived usefulness, and convenience are key in influencing customers' experiences with AI-enabled FinTech services, ultimately enhancing customer satisfaction . Additionally, AI in mobile banking platforms alters the value co-creation process, emphasizing transaction-oriented value propositions and the importance of customer comfort with AI agents for improved firm performance . Furthermore, consumer perspectives on AI adoption in banking highlight the positive relationships between factors like awareness, attitude, and perceived usefulness with the intention to adopt AI, showcasing the potential for strategic decision-making and enhanced customer trust in digital banking services .
Answers from top 4 papers
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| Papers (4) | Insight |
|---|---|
78 Citations | The integration of generative AI technology in digital banking enhances customer experience by transforming service delivery, value co-creation, and security perceptions, as shown in the study. |
| Generative AI technology enhances customer experience in digital banking by improving operations, offering personalized services, and ensuring customer security in the Fourth Industrial Revolution. | |
1 Citations | Not addressed in the paper. |
| AI service quality influences customer co-creation experience in digital banking. Response capabilities mediate this relationship, while AI function-customer ability fit negatively moderates it, enhancing understanding of human-AI co-creation. |
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