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Purpose This research is aimed at exploring the development of science and philosophy related to artificial intelligence (AI) in the context of Financial Technology’s (FinTech’s) ability to increase the customer experience (CX). Design/methodology/approach To do this, a bibliometric study was performed using literature published between 2013 and 2024 found in Scopus and Web of Science databases. This analysis utilized performance evaluation and mapping of sciences as well as co-occurrence of author networks and keywords and bibliometric analysis. The analysis was conducted with the aid of software such as VOSviewer and Biblioshiny. Findings The research demonstrates that since 2018 there has been an increase in interest in academic research on how technology advancements and the expanding use of artificial intelligence within the Financial Technology industry are impacting this area of study. The most frequently researched topics include Financial Automation, Fraud Detection Algorithms, Innovations in Digital Payments, Chatbot Based Service Delivery, Customization Using AI and Regulatory Technology (RegTech). Originality/value Through a systematic keyword-based analysis of AI-enabled CX in FinTech using bibliometric analysis, this study provides a comprehensive overview of published projects related to AI-enabled CX in FinTech. The development of mutual aid networks among researchers and analysis of newly emerging themes will help clarify how this area has progressed and will provide direction for future research in this area. The findings offer valuable insights for scholars by identifying research hotspots and underexplored areas, while also providing practical guidance for industry stakeholders seeking to strategically apply AI to enhance CX in FinTech services.
R K Yadav (Mon,) studied this question.