Implementing AI-based Chatbot: Benefits and Challenges
Luay Ahmad Anaya, Asma Braizat, Ria Al-Ani · Procedia Computer Science · 2024
The purpose of this paper is to develop a better understanding about the benefits that can be realized after implementing voice-based chatbot technologies in banks. Furthermore, this paper aims to investigate the challenges faced by organizations when implementing such technologies. This study followed a qualitative approach where semi-structured interviews were conducted with experts from mid to senior managerial levels working in a leading bank operating in Jordan and had implemented the voice-based chatbot technology. Implementing voice-based chatbot technology for the first time in a Jordanian bank has positively impacted the growth of the bank, increased customers satisfaction, and added a competitive advantage value to the bank. On the other side, different challenges faced the bank when it implemented this technology like issues related to security, compliance, integration, and infrastructure limitations. This paper can be considered in the foremost research conducted to investigate the implementation of AI-based chatbot in Jordanian banks. It demonstrated the benefits and challenges resulting from performing digital innovations introduced as innovative services in the banking sector that can inform the experience to other banks interested to implement such technologies.