From Awareness to Adoption: Understanding Customer Acceptance of AI Banking Services in India
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Abstract
The simulation of human intelligence in machines or computer systems is known as artificial intelligence or AI. It entails creating hardware, software, and algorithms that let machines carry out operations that ordinarily call for human intelligence. These tasks involve perception, problem-solving, understanding natural language, and making decisions. The banking industry is at a pivotal point in the quickly evolving technological landscape of today, confident in its ability to take advantage of artificial intelligence's (AI) transformative potential. The study aims to assess Indian customers' awareness of AI-powered banking services and investigate the factors influencing their adoption of AI in banking services. This structured questionnaire is intended to collect information regarding the awareness and adoption of artificial intelligence implementation in the banking industry. For the quantitative study, 200 questionnaires were received. The results demonstrate the importance of artificial intelligence (AI) as a tool for fraud detection and risk reduction. The findings also demonstrate that the relationship between perceived utility and intention to use AI in banking services is significantly mediated by attitude toward AI.
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