Relevant bibliographies by topics / Banking Chatbots

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  1. Journal articles
  2. Dissertations / Theses
  3. Book chapters
  4. Conference papers

Academic literature on the topic 'Banking Chatbots'

Author: Grafiati
Published: 5 June 2025
Last updated: 16 July 2025

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Journal articles on the topic "Banking Chatbots"

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Azevedo, Nádila, Gustavo Aquino, Leonardo Nascimento, et al. "A Novel Methodology for Developing Troubleshooting Chatbots Applied to ATM Technical Maintenance Support." Applied Sciences 13, no. 11 (2023): 6777. http://dx.doi.org/10.3390/app13116777.

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The banking industry has been employing artificial intelligence (AI) technologies to enhance the quality of its services. More recently, AI algorithms, such as natural language understanding (NLU), have been integrated into chatbots to improve banking applications. These chatbots are typically designed to cater to customers’ needs. However, research in the development of troubleshooting chatbots for technical purposes remains scarce, especially in the banking sector. Although a company may possess a knowledge database, a standard methodology is essential to guiding an AI developer in building
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Mahadi,, Aishu S. "Virtual Banker at Your Fingertips Using Chatbot System." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 01 (2025): 1–9. https://doi.org/10.55041/ijsrem40723.

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Abstract- Technology's quick development has revolutionized the banking industry and opened the door for creative solutions like chatbots driven by artificial intelligence. The creation and deployment of a virtual banking system that uses chatbot technology to increase security, simplify processes, and improve customer experience is the main emphasis of this study. The study investigates how to build intelligent and responsive chatbots using machine learning, natural language processing (NLP), and interaction models. Personalized financial services, round-the-clock accessibility, cutting down
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Wiliam, Andi, Sasmoko Sasmoko, Harjanto Prabowo, Mohammad Hamsal, Elfindah Princes, and Yasinta Indrianti. "ANALYSIS OF E-SERVICE CHATBOT AND SATISFACTION OF BANKING CUSTOMERS IN INDONESIA." Asia Proceedings of Social Sciences 4, no. 3 (2019): 72–75. http://dx.doi.org/10.31580/apss.v4i3.860.

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This research was conducted to qualitatively analyze the actual opportunities of banking e-service chatbot to satisfy Indonesian banking customers and also to explore qualitatively what factors were expected to affect customer satisfaction in its implementation through the experience review of other companies as users of e-service chatbots. In this study, the authors used literature studies on the experiences of various companies when using e-service chatbots to satisfy their customers, which then contextualized into the banking industries in Indonesia. The results of the study found that the
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Singh, Nidhi, Avishek Chakraborty, Susovan Paul, Soumya Bhattacharyya, and Shubhendu Banerjee. "A Pentagonal Neutrosophic TODIM Approach for MultiCriteria Decision-Making in Digital Banking Chatbot Assessment." International Research Journal of Multidisciplinary Scope 06, no. 02 (2025): 600–613. https://doi.org/10.47857/irjms.2024.v06i02.03108.

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"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
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Rumetor, Meilisa, Gabriela Thea Sajow, Daniel William Niode, and Evi Rinawati Simanjuntak. "Contagion-Based Chatbot Usage Intention: Synthesizing Technology Adoption And Social Contagion Theory." Journal of World Science 3, no. 2 (2024): 222–37. http://dx.doi.org/10.58344/jws.v3i2.535.

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Chatbots have become transformative technology in the banking industry. However, there is still a knowledge gap in understanding the influence of social contagion on chatbot user behavior. This research aims to identify and analyze the intention to use chatbots based on the synthesis of technology adoption and social contagion theories. The research method used is quantitative, employing a survey approach and collecting data through online questionnaires from 300 chatbot users in private banks in Manado. Data analysis was conducted using smartPLS. The research results indicate that factors suc
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Сигида, Любов, та Євгенія Левусь. "Сhatbot and intelligent assistant: bibliometric analysis and research in banking sphere". Bulletin of Sumy National Agrarian University, № 2 (88) (28 червня 2021): 41–47. http://dx.doi.org/10.32845/bsnau.2021.2.8.

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Today, the importance of chatbots and intelligent assistants is growing, given the rapid pace of information systems' development and the desire of consumers to receive advice at any time and on a self-service basis. Accordingly, the article presents the bibliometric and visual analysis of publications from the Scopus database in chatbots and intelligent assistants. According to the results obtained, the authors can note the following.First, the total number of publications in the scientific field of chatbots and intelligent assistants is on the rise, rapid development started in 2016, and the
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Et. al., Dr C. Punitha Devi,. "Banking Chatbot (B-Bot." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 10 (2021): 5795–804. http://dx.doi.org/10.17762/turcomat.v12i10.5394.

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Chatbots square measure intelligent systems that perceive a user's tongue queries and respond consequently during a conversation, that is the focus of this study. It's an additional sort of a virtual assistant, folks want they're talking with a real person. They speak a constant language we have a tendency to do, and will answer all queries. In banks, at customer care centers and enquiry desks, humans are lean and usually take very long time to method the only request which ends up in wastage of your time and additionally cut back quality of client service. In this paper we introduce a more ef
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Kesavan, D., S. Sivaprakkash, and N. Marianand. "Chatbots Adoption Behaviour in Banking: An Empirical Study in South India." Journal of Commerce and Accounting Research 14, no. 4 (2025): 55–64. https://doi.org/10.21863/jcar/2025.14.4.006.

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The digital transformation has impacted all sectors, including banking, and has led to adopting Artificial Intelligence (AI) to improve services and operational efficiency. Driven by artificial intelligence, banks increasingly use chatbot applications to provide quick, efficient, and error-free services, resulting in increased revenues. This study aimed to investigate the determinants of Behavioural Intention to Use (BTU) chatbots in banking using an Empirical Research Design with a sample of 800 respondents from five public and five private sector banks in the South Indian states. The study f
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Ben-Enukora, Charity Amaka, Agwu Agwu Ejem, Babatunde K. Adeyeye, Oluwafunbi F. Ikunle, and Favour E. Maduadichie. "AWARENESS, ADOPTION AND PERCEPTION OF WHATSAPP CUSTOMER SERVICE CHATBOTS IN THE BANKING SECTOR: PERSPECTIVES FROM UNDERGRADUATE STUDENTS IN LAGOS, NIGERIA." Nigerian Journal of Communication Review (NJCR) 1, no. 2 (2022): 60–70. https://doi.org/10.5281/zenodo.7928247.

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In an attempt to accentuate the role of chatbots in customer service, this study investigates awareness, use, and perceived usefulness of WhatsApp chatbots in banking operations and their performance outcome. The study participants consisted of 362 undergraduate students purposively selected from three tertiary institutions in Lagos state, Nigeria. Results of the cross-sectional survey suggested inadequate awareness and little usage of WhatsApp chatbot services among the study population. Specifically, there is a widespread negative perception of WhatsApp chatbot as a viable alternative to tra
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M, Ms Pushpalatha. "Virtual Banker at your Fingertips Using Chatbot System." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 01 (2025): 1–9. https://doi.org/10.55041/ijsrem40744.

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The Virtual Banker systemThrough AI-Powered chatbots, real-time announcements, and video call support, it will ensure an extremely smooth and interactive banking experience for its users. The improvements in this system include a responsive user interface with integration of AI and APIs to provide dynamically interactive responses and backend secure connectivity to fetch data in real time. This also includes the features dynamic announcement management, live escalation on chat, analytics-driven improvements, and more. Scalable, optimized performance, and robust security, the system is capable
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Dissertations / Theses on the topic "Banking Chatbots"

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Hultman, Anna, and Mikaela Zarki. "Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104863.

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This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. In this thesis, the authors have chosen to use a deductive approach and a quantitative research strategy. Moreover, the authors used the Statistical Package for Social Sciences (SPSS) program to process the collected quantitative data from the questionnaires. The thesis empirical findings were analyzed and discussed in correlation to previous re
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Almeida, Paitanmala Delia Yadira, and Vera Karla Patricia Peña. "Las acciones del chatbot con respecto a la satisfacción del cliente en el sector bancario de Lima Metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655900.

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Actualmente vivimos en un mundo lleno de cambios tecnológicos y muchos sectores del mercado se han vuelto más digitales. De esta manera, los chatbots, a través de la inteligencia artificial, se encuentran posicionándose en todos los sectores del mercado para diversos usos. Es por ello que en esta investigación se analiza las acciones del uso del chatbot en el sector bancario de Lima Metropolitana con respecto a la satisfacción del cliente final.<br>Nowadays we live in a world plenty of technological changes and many market sectors have become more digital. In this context, chatbots, by the use
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Fialho, Filipa Alexandra Libório. "Chatbots' impact in the relationship between young adult consumers and the Portuguese banking sector." Master's thesis, 2019. http://hdl.handle.net/10071/19562.

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The Portuguese banking sector are taking a stand in the digital world through the implementation of chatbots – a virtual assistant that helps customers solve their financial problems, without the need of human interaction. Research has shown that chatbots can facilitate consumers’ lives, making them happier and more satisfied with the banking institutions. This study aims to determine the chatbots’ impact on the current relationship between young adults – a growing digital market segment – and the banking entities. The research pretends to determine whether the adoption of digital features, in
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Book chapters on the topic "Banking Chatbots"

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Qureshi, Omer Aftab, Stephen Wilkins, and Huda Iqbal. "Chatbots: Can They Satisfy Customers in the Banking Sector?" In BUiD Doctoral Research Conference 2023. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-56121-4_34.

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AbstractPurpose – The purpose of this research was to investigate and explore the influence of chatbots service quality on customer satisfaction in the banking sector.Methodology – The sample size for this research was determined to be 25, sufficient to achieve data saturation. This research utilised qualitative inductive research approach, exploratory in nature, implementing non-probability, stratified purposeful sampling technique, based on the age category of commercial bank consumers.Findings – Overall, a total of eleven themes and sub-themes emerged from the gathered data, resulting in three aggregate dimensions, which were “perceived chatbot service quality”, “customer satisfaction” and “responses and intentions”.Practical implications – The study could be extended for different target market, creative strategy, other media and more countries. The findings of this research aimed to help banks further understand customer satisfaction, along with their responses and intentions, when it comes to interacting with chatbots.Originality/value – This research added value to customer experience, which mattered the most, when it comes to them being satisfied with their interaction with chatbot. The output of this research developed a conceptual framework which identified the factors causing customer dissatisfaction once they interacted with chatbots.
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Preuss, Peter, Malte Horstmann, and Nils Kaper. "Kombination von Chatbots und Robot Process Automation – Disruption in Kundenservice-Centern?" In Banking & Innovation 2022/2023. Springer Fachmedien Wiesbaden, 2023. http://dx.doi.org/10.1007/978-3-658-39388-5_11.

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Wahbi, Aumaima, Karim Khaddouj, El Amrani Lamiae, Hantem Aziz, and Lahlimi Naoufal. "Enhancing Customer Experience and Satisfaction with Chatbots in the Moroccan Banking Sector: A Qualitative Study." In Information Systems Engineering and Management. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-65014-7_23.

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Singh, Abhishek, Karthik Ramasubramanian, and Shrey Shivam. "Processes in the Banking and Insurance Industries." In Building an Enterprise Chatbot. Apress, 2019. http://dx.doi.org/10.1007/978-1-4842-5034-1_1.

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Chaithanya, D., G. Deepa, K. Bindu Pavani, G. Manjusha, and V. Vishal Kumar. "Chatbot for Banking Sector Using NLP and ML." In Lecture Notes in Networks and Systems. Springer Nature Singapore, 2024. http://dx.doi.org/10.1007/978-981-99-8628-6_14.

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Rani, V. Uma, Sudarshana Raj, Kumar R. Arun, and Kanagavalli. "Intelligent Conversational AI based Net Banking Chatbot Using IBM Watson Assistant." In Disruptive Technologies for Sustainable Development. CRC Press, 2024. http://dx.doi.org/10.1201/9781003428473-45.

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Lai, Sen-Tarng, Fang-Yie Leu, and Jeng-Wei Lin. "A Banking Chatbot Security Control Procedure for Protecting User Data Security and Privacy." In Lecture Notes on Data Engineering and Communications Technologies. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-02613-4_50.

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Bala, Denisa Elena, Stelian Stancu, Andreea Pernici, and Monica Ioana Vulpe. "Impact of Personalization on Improving a Chatbot’s Performance. Case Study for a Banking Virtual Assistant." In Proceedings of 22nd International Conference on Informatics in Economy (IE 2023). Springer Nature Singapore, 2024. http://dx.doi.org/10.1007/978-981-99-6529-8_22.

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Palomino, Natalia, and Francisco Arbaiza. "The Role of a Chatbot Personality in the Attitude of Consumers Towards a Banking Brand." In Smart Innovation, Systems and Technologies. Springer Nature Singapore, 2023. http://dx.doi.org/10.1007/978-981-19-7689-6_18.

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Othayoth, Poornima Kapadan, and Shivi Khanna. "Implementation of Artificial Intelligence and Chatbot for the Enhancement of New Age Banking Systems: A Systematic Review." In Information Systems Engineering and Management. Springer Nature Switzerland, 2025. https://doi.org/10.1007/978-3-031-76957-3_1.

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Conference papers on the topic "Banking Chatbots"

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Nathanael, Michael Kenneth, Hagi Gunawan, and Marisa Karsen. "Analyzing Customer Satisfaction Using Chatbots in the Indonesian Banking Sector." In 2024 International Seminar on Application for Technology of Information and Communication (iSemantic). IEEE, 2024. https://doi.org/10.1109/isemantic63362.2024.10762320.

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Sandakelum, Dishan, Chathura Rajapakse, and Nirasha Jayalath. "Real-Time Knowledge Retrieval for Banking Chatbots: A RAG-Based Approach to Employee Assistance." In 2025 International Research Conference on Smart Computing and Systems Engineering (SCSE). IEEE, 2025. https://doi.org/10.1109/scse65633.2025.11030999.

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D, Susan, Vijaykumar N, and Shradha Menon. "AI Chatbots in Banking: Exploring Key Factors Influencing Customer Satisfaction through the extended E-SQUAL Model." In 2024 International Conference on Intelligent & Innovative Practices in Engineering & Management (IIPEM). IEEE, 2024. https://doi.org/10.1109/iipem62726.2024.10925787.

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Widjaja, Michael, and Nilo Legowo. "Evaluating Customer Satisfaction on Indonesian Banking Artificial Intelligence-Driven Chatbot Services." In 2024 International Conference on Intelligent Cybernetics Technology & Applications (ICICyTA). IEEE, 2024. https://doi.org/10.1109/icicyta64807.2024.10913449.

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Gonçalves, Anna Paula Figueiredo, André Pimenta Freire, and Denilson Alves Pereira. "Accessibility Assessment in Banking Chatbots using Texts Written by Deaf People who use Portuguese as a Second Language." In Simpósio Brasileiro de Sistemas de Informação. Sociedade Brasileira de Computação, 2025. https://doi.org/10.5753/sbsi.2025.246536.

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Context: The study examines the ability of banking chatbots to understand and respond to interactions with deaf people who use Portuguese as a second language (L2), with a focus on digital accessibility in automated banking services. Problem: The hypothesis is that banking chatbots have difficulty interpreting requests in Portuguese as L2 and expressions based on the gloss of Brazilian Sign Language (Libras), resulting in digital exclusion and barriers in service. Solution: The proposal diagnoses the ability of chatbots, aiming at their understanding in the interactions of deaf users in order
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Zamfir, Gabriela, and Onorina Hohlov. "The digital transformation of banks: robo-consultants, chatbots, biometrics, etc." In Simpozion Ştiinţific al Tinerilor Cercetători. Ediţia a 22-a. Academy of Economic Studies, 2025. https://doi.org/10.53486/sstc2024.v2.80.

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We live in the century of digitization, where we use digital technologies every day to perform various operations. The purpose of the research is to demonstrate the multitude of operations such as: biometrics, chatbots and robo-consultants, which enable and develop a revolution of innovation in the banking sector. Digital development is one of the primary processes of the successful operation of banks and businesses in various fields of activity. The digital transformation of the banking sector is crucial to maintain a competitive position in the market, provide customers with excellent qualit
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Chanda, Rajat, and Sandeep Prabhu. "Secured Framework for Banking Chatbots using AI, ML and NLP." In 2023 7th International Conference on Intelligent Computing and Control Systems (ICICCS). IEEE, 2023. http://dx.doi.org/10.1109/iciccs56967.2023.10142289.

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Ashok, M., N. J. Kaushikaa, N. Lokeshwari, Tenish J. M. Moushmiya, and Kumar Ramasamy. "A systematic survey of conversational chatbots in the banking sector." In INTERNATIONAL CONFERENCE ON SIGNAL PROCESSING & COMMUNICATION ENGINEERING SYSTEMS: SPACES-2021. AIP Publishing, 2024. http://dx.doi.org/10.1063/5.0111712.

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Vinoth, S., and Gopalakrishnan Chinnasamy. "Exploring the Impact of AI-Powered Chatbots in Banking Services." In 2024 Ninth International Conference on Science Technology Engineering and Mathematics (ICONSTEM). IEEE, 2024. http://dx.doi.org/10.1109/iconstem60960.2024.10568656.

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Balaji, K., Shaik Karim, and P. Seshagiri Rao. "Unleashing the Power of Smart Chatbots: Transforming Banking with Artificial Intelligence." In 2024 International Conference on Advances in Computing, Communication and Applied Informatics (ACCAI). IEEE, 2024. http://dx.doi.org/10.1109/accai61061.2024.10602456.

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