AI chatbot success in fintech hinges on satisfaction, trust, anthropomorphism, and privacy.
Authors
Chandni Bansal, Department of Management, O.P. Jindal Global University, HR, Sonipat, 131001, India
Ajay Kumar, Department of Mechanical Engineering, School of Engineering and Technology, JECRC University, Rajasthan, Jaipur, 303905, India
Namrata Dogra, Department of Orthodontics, Faculty of Dental Sciences, SGT University, Haryana, Gurugram, 122505, India
Chand Prakash, School of Management & Liberal Studies, The North Cap University, Gurugram, India
Gaydaa Alzohbi, Department of Mathematics and Natural Sciences, Prince Mohammad Bin Fahd University, Al Khobar, 34754, Saudi Arabia
Summary
The Fintech industry, particularly banks, has witnessed a profound transformation with the integration of artificial intelligence chatbots, redefining customer experience and engagement. As Fintech firms increasingly integrate AI chatbots into their platforms, understanding customer perceptions becomes paramount for strategic decision-making and sustained success. To unravel the complexities of this convergence, a holistic examination is needed, encompassing not only the technological aspects but also the strategic dimensions that underpin competitive advantage. In this context, the role of intellectual property, particularly patents, emerges as a critical factor shaping the innovation landscape. This study aims to comprehensively investigate customers’ perceptions towards AI chatbots in the Fintech industry, with a specific focus on technological convergence. The study seeks to analyze the impact of cuttingedge AI chatbot technologies, including those protected by patents, on user attitudes and overall customer experience within the dynamic fintech landscape. This study provides a comprehensive review of 40 empirical studies on AI chatbots in the fintech industry, particularly the banking sector, featuring patented innovations using the PRISMA methodology.
Study outcomes illustrate emerging themes related to consumer behavior and response to financial chatbots in terms of acceptance and adoption intention. Additionally, four key factors that influence how people perceive, anticipate, and engage with fintech chatbots, namely satisfaction, trust, anthropomorphism, and privacy are explored. In conclusion, the finance industry’s effective integration and broad use of AI chatbots is dependent on the convergence of four factors: satisfaction, privacy, trust, and anthropomorphism. Current study offers a strong basis for analysing and resolving the obstacles to AI chatbot acceptance and deployment in the financial sector by addressing all these elements extensively. This exploration of technological convergence in fintech industry by analyzing customers’ behavior and response to financial chatbots not only contributes to a comprehensive understanding of its intricacies but also serves as a foundation for development and deployment of user-centric fintech chatbots.
Published in: Recent Advances in Computer Science and Communications
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