...Moayad Moharrak; Emmanuel Mogaji Purpose As artificial intelligence becomes increasingly embedded in financial services, concerns are growing about less visible forms of exclusion embedded within algorithmic decision-making. Existing research has largely examined algorithmic bias as isolated...

... this limitation by proposing a data-driven approach that directly captures customer experience from unstructured conversational data. Design/methodology/approach The study combines competitive learning and generative artificial intelligence (GenAI) to analyze 10,062,406 customer–agent conversations collected...

... preferences, and setting financial goals provides them with greater control over financial decisions. Robo-advisor CASA theory Signaling theory Empowerment theory Fintech Artificial intelligence In the financial industry, robo-advisors are becoming a key element of the strategies of banks...

...Christopher Gerling; Stefan Lessmann Purpose Natural language processing ( NLP ), a subfield of artificial intelligence, allows organizations to gain insights from unstructured text, such as e-mails, documents and social media posts. The automated interpretation of human language holds...

..., conceptualizing service journey quality. As algorithm-assisted artificial intelligence is widely used to manage customer service journeys in financial services, it would be worth investigating service journey quality based on consumer narratives. To address this challenge, this article will adopt critical...

..., such as artificial intelligence (AI), to enhance service delivery and address critical needs. Design/methodology/approach This model was empirically tested using structural equation modelling with data collected from Portuguese people. Findings The results suggest that perceived usefulness, perceived ease...

...Rotana S. Alkadi; Salma S. Abed Purpose The rapid expansion of Artificial Intelligence (AI) has reshaped industries globally, with AI chatbots becoming increasingly important in enhancing customer service in various sectors. This paper aims to examine the factors influencing consumer intention...

...Dietrich Silber; Arvid Hoffmann; Alex Belli Purpose This study investigates the impact of experimentally priming a maximizing decision-making style on individuals’ likelihood of using artificial intelligence (AI) advisors for making complex financial decisions, such as building an investment...

...Jieun Koo Purpose Financial institutions actively seek to leverage the capabilities of artificial intelligence (AI) across diverse operations in the field. Especially, the adoption of AI advisors has a significant impact on trading and investing in the stock market. The purpose of this paper...

... the dependent variables (DVs) used to operationalize consumer decision-making, performed a thematic analysis of the papers and proposed an integrative framework. Findings The reviewed articles have garnered more attention from marketing researchers than from BFSI or artificial intelligence scholars, often...

... Resistance Artificial intelligence Chatbots Barriers Gender FsQCA Banks introduced chatbots as artificial intelligence systems to respond to the inquiries of customers in real time, enable them to access banking services 24 h a day and seven days a week (The Financial Brand, 2018), assist them...

...Ana Rita Gonçalves; Amanda Breda Meira; Saleh Shuqair; Diego Costa Pinto Purpose The digital revolution has changed consumer–service provider interaction, spawning a new generation of FinTech. This paper analyzes consumers' reactions to artificial intelligence (AI) (vs human) decisions. Design...

... consumer resistance to robo-advisors, thereby complementing past studies that focused on the technology acceptance paradigm. The study also offers practical implications for mitigating resistance to robo-advisors. Robo-advisors Fintech Artificial intelligence Privacy concerns Justice Resistance...

...Jagdish N. Sheth; Varsha Jain; Gourav Roy; Amrita Chakraborty Purpose Artificial intelligence (AI) is used by banking services primarily to automate systems; however, this ecosystem does not work in emerging markets because human intervention is needed, and there are concerns related...

... re-use rights only Artificial intelligence Banking Trust Customer orientation Robo-advisor The global banking sector is huge. In 2022, despite the effects of COVID-19, annual revenue from the global banking system is expected to come in above US$5.5 trillion. Nonetheless, global...

...Akinyemi Paul Omoge; Prachi Gala; Alisha Horky Purpose As disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks use in service delivery models, the impact of such technologies...

...Aimee Riedel; Rory Mulcahy; Gavin Northey Purpose This paper aims, first, to examine artificial intelligence (AI) vs human delivery of financial advice; second, to examine the serial mediating roles of emotion and trust between AI use in the financial service industry and their impact upon...

...Jung-Chieh Lee; Xueqing Chen Purpose The development of mobile technology has changed the traditional financial industry and banking sector. While traditional banks have adopted artificial intelligence (AI) techniques to deepen the development of mobile banking applications (apps), the current...

... to the technological advances and the emergence of the millennial generation. In short, the millennials are more attracted to the use of chatbots for customer services since they prefer to chat, which reduces the need for direct conversations (Quah and Chua, 2019). Managers Artificial intelligence Marketing...

...Janin Karoli Hentzen; Arvid Hoffmann; Rebecca Dolan; Erol Pala Purpose The objective of this study is to provide a systematic review of the literature on artificial intelligence (AI) in customer-facing financial services, providing an overview of explored contexts and research foci, identifying...