Artificial Intelligence in Financial Services: Customer Chatbot Advisor Adoption
Kanchan Patil1, Mugdha S Kulkarni2
1Dr.Kanchan Patil*, Associate Professor, Symbiosis Centre for Information Technology, Symbiosis International (Deemed University), Pune, India.
2Dr.Mugdha S Kulkarni, Assistant Professor, Symbiosis Centre for Information Technology, Symbiosis International (Deemed University), Pune, India.
Manuscript received on October 12, 2019. | Revised Manuscript received on 22 October, 2019. | Manuscript published on November 10, 2019. | PP: 4296-4303 | Volume-9 Issue-1, November 2019. | Retrieval Number: A4928119119/2019©BEIESP | DOI: 10.35940/ijitee.A4928.119119
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The growing sophistication technology has helped us exchange Information at our fingertips, eliminating the need for human support.” A platform designed to understand, learn and converse like a human and answer ad-hoc queries in real time is commonly referred to as a Chabot”. Chabot advisor is Artificial intelligence (AI) computer program that impersonates human communication in its natural format including text or spoken language using a technique such as NLP, image processing or video processing along with the end task completion as instructed by the user . The purpose of the paper was to examine what are the drivers for Chabot advisor services adoption (CBA), focusing on financial services. This study presents the explanatory Chabot advisor services factors by extending the Technology Acceptance Model (TAM). The construct in the research are like perceived privacy, perceived security, enjoyment and social influence. This empirical study was conducted in Pune city in India by collecting primary data from 310 online financial services customers. Data collected was analyzed using structural equation modeling using PLS SEM. The outcome of this study is vital to financial companies like banks, policymakers, technology services adoption literature and provide customer-centric financial services.
Keywords: Chatbot Advisors, Artificial Intelligence, Financial Services, Technology adoption, PLS SEM.
Scope of the Article: Artificial Intelligence