Customer Perception with regard to the Role of Artificial Intelligence(AI) in the Banking Sector in Chennai

Abstract

The rapid integration of Artificial Intelligence (AI) within the banking sector has transformed the way customersexperiencefinancial services. This study examines customer perception regarding the role of AI in banks operating in Chennai, focusingonawareness,acceptance, service quality, trust, and perceived usefulness of AI-enabled banking solutions. The research investigates howcustomersevaluate AI-driven services such as chatbots, automated customer support, fraud detection systems, and personalizedfinancialrecommendations. Primary data was collected from respondents across Chennai to understand their expectations, satisfactionlevels,andconcerns related to privacy and reliability. The findings indicate that while customers acknowledge the efficiency and convenienceofferedby AI, issues relating to security and human touch still influence overall acceptance. The study provides insights for bankstoenhancecustomer-centric AI strategies and strengthen trust in digital financial innovations.