Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Faculty Publications Book Chapter Faculty Publications- Book Chapter Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Creator An entity primarily responsible for making the resource Singh, Shanu; Sharma, Bhavna; Awasthi, Yashmita Title A name given to the resource Chatbots in Banking: Transforming Customer Interaction and Service Efficiency Through AI Date A point or period of time associated with an event in the lifecycle of the resource 01-01-2025 Source A related resource from which the described resource is derived Cultural Sensitivity, Cross-Border Logistics, and E-Commerce in Global Marketing;pp.375-396 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.4018/979-8-3373-0528-8.ch018" target="_blank" rel="noreferrer noopener">https://doi.org/10.4018/979-8-3373-0528-8.ch018</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105004515889?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105004515889?origin=resultslist</a> Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Singh S., Christ University, India; Sharma B., Christ University, India; Awasthi Y., Christ University, India Description An account of the resource The advent of Artificial Intelligence (AI) and chatbot technologies has brought drastic transformative changes to the banking sector which has reshaped customer engagement, enhanced efficiency and provided 24/7 assistance to the customers. The paper investigates the usage and impact of AI-powered chatbots on the customer experience and overall performance of the banking institutions through thorough analysis of recent advancements in technology, the study explores how chatbots which are leveraging machine learning (ML) and natural language processing (NLP) are used to address customer enquiries, facilitate transactions and offer customized financial guidance. Additionally, the current study also examines the influence of chatbots on customer satisfaction, regulatory compliance and measures of security highlighting both the advantages and challenges of such systems. Hence, the aim is to contribute to a comprehensive understanding of chatbots' role in banking providing insights into their effectiveness and potential for the future refinement to meet evolving customer expectations. 2025 by IGI Global Scientific Publishing. All rights reserved. Publisher An entity responsible for making the resource available IGI Global Relation A related resource ISBN: 979-833730530-1; 979-833730528-8; Language A language of the resource English Type The nature or genre of the resource Book chapter Rights Information about rights held in and over the resource Restricted Access; Hardcopy may be available in the library Format The file format, physical medium, or dimensions of the resource online