THE IMPACT OF ARTIFICIAL INTELLIGENCE CHATBOTS ON CUSTOMER SATISFACTION AND RETENTION IN DIGITAL BANKING SECTORS IN SRI LANKA
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Аннотация:
In recent years, the landscape of banking services has undergone a profound transformation, largely driven by technological advancements. Among these innovations, Artificial Intelligence (AI) has emerged as a powerful tool reshaping the way banks interact with their customers. In particular, the integration of AI chatbots within digital banking platforms has revolutionized customer service and engagement strategies. The study addresses a timely and relevant topic in the context of Sri Lanka's evolving banking sector, offering implications for theory, practice, and policy-making. By understanding the impact of AI chatbots on customer satisfaction and retention, banks can formulate informed strategies to better serve their customers and thrive in an increasingly digitized financial landscape.
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