This paper explores the transformative role of Artificial Intelligence (AI) in the banking sector and a comprehensive understanding of how AI is reshaping banking operations, enhancing customer experiences, and driving financial innovation. It explores the multidimensional impacts of Artificial Intelligence on the banking sector, focusing on customer experience, risk management, operational efficiency, challenges, and future prospects. Through a comprehensive literature review and thematic analysis, the current study examines how AI technologies enhance customer interactions by providing personalized and efficient services. The incorporation of AI in the management of risk is analyzed, and operational efficiency is scrutinized, with AI-driven automation leading to cost reductions and improved service delivery. It also addresses the challenges associated with AI adoption, including ethical concerns, data privacy issues, and the need for regulatory frameworks. The outcomes of the research highlight the transformative budding of AI in reshaping the banking landscape, advocating for a balanced approach that leverages AI's benefits while addressing its challenges. This study also contributes valuable insights for stakeholders aiming to harness AI's capabilities to drive growth and to the understanding and the advancement of AI applications and the innovation in the banking industry.
Franklin et al. (Wed,) studied this question.