EXPLORING THE IMPACT OF AI-POWERED CHATBOTS ON CUSTOMER EXPERIENCE IN INDIAN BANKING

Abstract

This study looks at how AI-powered chatbots are changing the way customers interact with banks in India. It explores different chatbot platforms, how well they perform, and the challenges banks face. Based on real insights, the paper suggests ways to make chatbots more helpful and personalized using NLP and machine learning—so banks can offer better service and keep up with the pace of digital change.