Citation:

Senthilkumar G, Dr. S. Victor Anandkumar. "Customers’ Perception Towards the Benefits and Services of Banking Chatbots: An Analysis" International Research Journal of Economics and Management Studies, Vol. 5, No. 3, pp. 137-143, 2026. Crossref. http://doi.org/10.56472/25835238/IRJEMS-V5I3P116

Abstract:

The rapid integration of artificial intelligence in the banking sector has significantly transformed digital financial services through the adoption of chatbots. This study examines customer perceptions of chatbot benefits and compares the services perceived with the services actually used by customers. Primary data were collected from 384 respondents to analyze chatbot usage patterns and evaluate the perceived importance of various chatbot features. The findings reveal that customers increasingly value advanced features such as personalization, multilingual support, proactive service, and omnichannel support, while traditional features like 24/7 availability and faster response time are now perceived as standard system capabilities. The study also shows that chatbots are primarily used for informational and basic banking activities such as answering FAQs and checking account balances. In contrast, advanced services, including financial product assistance and security-related functions, remain underutilized. The results highlight a perception–usage gap and indicate that chatbot adoption follows a gradual trust-building process in digital banking services.

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Keywords:

Artificial Intelligence, Banking Chatbot, Chatbot Service Usage, Customer Perception, Digital Banking, Perception–Usage Gap, User Experience.