Impact of Artificial Intelligence in chosen Indian Commercial Bank - A Cost Benefit Analysis

摘要

Purpose: This paper focuses on the Implementation of Artificial intelligence (AI) in chosen Indian commercial banks with reference to Cost Benefit analysis. And find AI technology service which are providing in India. Design/methodology/approach: This research focus on top 5 leading commercial banks in India. In order to identify the information used in banking industry, the data is collected from secondary source based on literature review. Structured questionnaire is framed to collect the primary data of customers have toward AI application. Findings: The result of the study states that the banking sector are using various AI services in Indian top banks for customer benefit but it is not reaching to customer minds. Through survey result people are ready to use the AI services if the security and easy participation. It also shows that people towards technology adoption give importance as the digital India is booming. The result also suggested that elderly people consider the ease of use and more knowledge about the usage of services as the important factor in adoption of AI technology in banks. Therefore, bank should focus more on these aspects to satisfy the elderly consumers. Capital investment, sustainability, awareness and data ethics plays a major role in this study. The results also suggest every bank should try to adopt the AI based services for customer to digitalize the society. Originality/ value:This paper contributes to understanding AI services used in selected commercial banks in India.