The Role of Artificial Intelligence and Chatbots in Enhancing Customer Experience in Digital Banking with Special Reference to Coimbatore City

The rapid growth of digital banking has transformed the way customers interact with banking services. In recent years, Artificial Intelligence (AI) and chatbot technologies have been widely adopted by banks to improve customer service efficiency and enhance customer experience. Chatbots provide instant responses, personalized assistance, and round-the-clock support, thereby reducing the need for physical bank visits. The present study aims to examine the role of Artificial Intelligence and chatbots in enhancing customer experience in digital banking with special reference to Coimbatore City. The study is based on primary data collected from 105 digital banking customers using a structured questionnaire. Simple statistical tools such as percentage analysis, tables, charts, and chi-square test were used for data analysis. The findings of the study reveal that most customers are aware of AI and chatbot services and are satisfied with their usage. The study concludes that AI and chatbots play a significant role in improving convenience, service efficiency, and overall customer experience in digital banking.