Transforming Customer Service in Mobile Banking: The Role of AI-Powered Chatbot
Malvika Souran, Ravindra Singh Shah · 2025
AI-powered chatbots are transforming customer service in mobile banking by automating interactions, improving response efficiency, and providing personalized support. This paper reviews the core technologies that enable chatbot systems, including Natural Language Processing (NLP) for understanding user input, Machine Learning (ML) for enhancing chatbot performance, and Speech Recognition for enabling voice-based interactions. These technologies allow banks to offer 24/7 support, reduce operational costs, and improve user experiences. However, challenges such as ensuring response accuracy, data security, and customer trust remain. The review also discusses solutions like hybrid AI-human models and sentiment analysis to enhance chatbot performance. Case studies from banks demonstrate the impact of chatbots on efficiency and customer satisfaction. The paper concludes that while AI-powered chatbots offer substantial potential, ongoing technological improvements and strong security measures are crucial for their success in mobile banking.