Sustainability in the Digital Age: The Impact of Artificial Intelligence on Customer Relations in the Indian Banking Sector (Bangalore North)

Abstract

Artificial Intelligence (AI) has emerged as a transformative force in the global banking industry, reshaping customer relations and service delivery. This study delves into the specific impact of AI on customer relationships within the Indian banking sector, focusing on the banks of the Bangalore North region. The Indian banking landscape has witnessed a significant evolution, with AI-driven technologies infiltrating various aspects of banking operations. AI-powered chatbots, personalized recommendations, and data analytics have redefined how banks engage with customers. Bangalore North, known as India's Silicon Valley, serves as an ideal microcosm to explore the rapid adoption of AI in banking due to its tech-perception population. Employing a mixed-methods approach, this research combines quantitative data analysis and qualitative interviews with bank customers and industry experts. It investigates the influence of Artificial Intelligence (AI) on customer relations within the Indian banking sector, specifically focusing on Bangalore North. Three critical variables are explored: Customer Support System, Privacy and Security, and Database Management System. To evaluate this influence, data was collected from 250 respondents through a structured questionnaire, and SPSS software was employed for data analysis. The study examines how AI has enhanced customer interactions, streamlined processes, and improved the overall banking experience. Moreover, it scrutinizes the challenges and ethical considerations associated with AI implementation. Our findings reveal that AI has indeed revolutionized customer relations in the Indian banking sector, with Bangalore North at the forefront of this transformation. Customers value the convenience and efficiency of AI-driven services, while banks reap the benefits of improved operational efficiency. However, concerns about data security and privacy persist, necessitating a balanced approach to AI integration. This research contributes to a deeper understanding of AI's role in reshaping customer relations in the banking sector, offering valuable insights for both industry practitioners and policymakers in Bangalore North and beyond.