Evaluating the Impact of AI-Driven Digitalization on Financial Service Efficiency and Customer Satisfaction

Abstract

An onslaught of digital transformations spearheaded by AI is transforming the financial services sector, with the goals of increasing operational efficiency, service quality, and consumer happiness.  This study delves at the effects of AI-driven digitalization on improving the effectiveness and standard of financial services, as well as how this change affects customer happiness and the banking experience as a whole.  The research tests two main hypotheses to see if there are any discernible benefits to financial operations and consumer engagement from using AI technologies including chatbots, predictive analytics, machine learning, and automated decision-making. Finding the most important AI applications that boost service quality and customer trust is another goal of the study.  While tackling issues like data privacy, system transparency, and skill gaps, AI-driven digital transformation is vital in providing faster, more accurate and customer-centric services, according to preliminary findings and literature study.  Insights from this study can help financial institutions strategically use AI to drive innovation and long-term growth in the digital age.