Publicação
Gen ai in banking: potential impact and customer acceptance
| Resumo: | This paper investigates the use of GenAI in retail banking, focusing on its potential impact on customer intimacy. By incorporating an extensive literature review, this study offers an in-depth assessment of GenAI's capabilities and its anticipated influence on banking relationships. Additionally, it addresses significant challenges such as data security, inherent biases, and transparency. Survey results reveal a polarized opinion regarding GenAI in banking; however, the majority suggests that improved data security could enhance trust. The analysis concludes with recommendations for banks to foster a secure and client focused integration of GenAI. Therefore, the paper contributes valuable insights into the transformative potential of GenAI in banking, serving as a critical resource for both scholars and practitioners. |
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| Autores principais: | Saladin, Yannick |
| Assunto: | Genai Banking Customer interaction Technological innovation CEMS MIM |
| Ano: | 2024 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso embargado |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | This paper investigates the use of GenAI in retail banking, focusing on its potential impact on customer intimacy. By incorporating an extensive literature review, this study offers an in-depth assessment of GenAI's capabilities and its anticipated influence on banking relationships. Additionally, it addresses significant challenges such as data security, inherent biases, and transparency. Survey results reveal a polarized opinion regarding GenAI in banking; however, the majority suggests that improved data security could enhance trust. The analysis concludes with recommendations for banks to foster a secure and client focused integration of GenAI. Therefore, the paper contributes valuable insights into the transformative potential of GenAI in banking, serving as a critical resource for both scholars and practitioners. |
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