CUSTOMER SATISFACTION AND ADOPTION BARRIERS OF ARTIFICIAL INTELLIGENCE (AI) CHATBOTS IN THE BANKING SECTOR: A COMPREHENSIVE ANALYSIS

This research paper explores the dual facets of customer satisfaction and the adoption barriers associated with Artificial Intelligence (AI) chatbots in the banking sector. As financial institutions increasingly deploy AI-driven solutions to enhance customer service, understanding the factors that influence user satisfaction becomes crucial. Through a comprehensive analysis involving qualitative and quantitative approaches, the study identifies key drivers of customer satisfaction, including responsiveness, personalization, and ease of use. Simultaneously, it examines significant barriers to adoption, such as technical glitches, the inability to handle complex queries, and security concerns regarding data privacy. The findings reveal that while AI chatbots have the potential to improve customer interactions and operational efficiency, addressing these barriers is essential for maximizing user acceptance and satisfaction. This paper provides actionable insights for banking institutions aiming to optimize their chatbot implementations, thereby fostering a more engaging and secure customer experience in an increasingly digital landscape.