A STUDY ON CUSTOMER PERCEPTION ON ARTIFICIAL INTELLIGENCE (AI) IN BANKING SECTOR OF MUMBAI

This study will focus on AI in banking sector of Mumbai region, while focusing on how AI can be very helpful in several sector including financial sectors too. This will focus on customer satisfactions and their trust on recent technology. As financial institutions increasingly adopting AI technology. These services are very convenient towards their customers by providing 24/7 availability with banking services. the customer perception regarding AI remains mixed by different age group which affects the level of trust on AI and recent technologies. Government should take initiative to create awareness regarding Ai in banking sectors. There are many positive and negative aspects of AI includes 24/7 availability, any time fund transfers and ease of use for balance inquiry. It is time friendly which makes human more tech savvy. Ai also gives financial advice based on their financial behavior. However, there are certain negative points many customers still afraid regarding their privacy regarding their financial data fearing misused and breaches. Recent upgrade in technology also replaces human interaction with the help of chatbot and virtual assistance. It also assumes that AI will replace human needs in jobs. The study conducts primary data on the basis of questionnaire with banking customers of different age groups and their perspective towards AI and their trust on recent technology and security towards there banking experience in recent era.