Customer Perception Towards Ai Chatbots Acceptance In Bangalore: An Empirical Investigation Among Banks

Abstract

The present study has got the aim of measuring the perception of the customers regarding the AI chatbots. The study has been done in Bangalore. The study done here proves to be beneficial for the bankers of public as well as private sector and the financial experts as well as the general public to understand the level to which the practices of E-banking are being adopted by the bank customers and the satisfaction and benefits which they have derived from such a practice. The data has been collection is based on questionnaire and the respondents are the customers of two public sector and two private sector banks of Bangalore. The scholar has designed the questionnaire by keeping the objectives of the study as the matter of concern. The number of respondents of the study is 117 respondents have been selected through simple random sampling and the collected data has analysed by multiple regression. The findings of analysis reveal that consumer perception towards the AI chatbots is predicted through factors which affected the usage of AI chatbots, the problems faced in such a usage, satisfaction and awareness regarding the same.