Table 6

Thematic clusters

ClusterThemeKey termsFocus
RedAI and customer experienceCustomer satisfaction, personalization, chatbots, CXPersonalization and support using AI
BlueFinTech innovation and platformsFinTech, digital banking, blockchain, mobile paymentsPlatforms and digital transformation
GreenRisk, security and ethicsFraud detection, cybersecurity, AI ethics, data privacyEthical concerns and trust in AI
YellowMachine learning and technical approachesMachine learning, NLP, deep learning, sentiment analysis, big dataTechnical methods enabling intelligent financial services
Source(s): Authors’ interpretation

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