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eISSN: 2581-9615 || CODEN: WJARAI || Impact Factor 8.2 ||  CrossRef DOI

Research and review articles are invited for publication in March 2026 (Volume 29, Issue 3) Submit manuscript

Generative Artificial intelligence Applications in Banking and Finance sector

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  • Generative Artificial intelligence Applications in Banking and Finance sector

Praneeth Reddy Amudala Puchakayala *

Data scientist, Regions Bank
 
Research Article
World Journal of Advanced Research and Reviews, 2024, 23(01), 3105-3120
Article DOI: 10.30574/wjarr.2024.23.1.1999
DOI url: https://doi.org/10.30574/wjarr.2024.23.1.1999
 
Received on 09 May 2024; revised on 17 July 2024; accepted on 20 July 2024
 
In the changing financial environment, improving customer experience is essential for banks. A fundamental aspect of this experience is Customer Support Services (CSS). The banking business has traditionally utilized technology tools such as Interactive Voice Response (IVR) Systems and chatbots; nevertheless, their rule-based design frequently limits their adaptability. This study investigates the capacity of Generative AI to revolutionize Customer Support Services within the banking sector. In contrast to conventional systems, Generative AI's capacity to produce original material facilitates a more tailored and contextually aware engagement. We have evaluated traditional approaches against sophisticated Generative AI capabilities using a scenario-based methodology. The findings elucidate how Generative AI may transform Customer Support Services across digital platforms, ensuring an enhanced customer experience.
 
Generative AI; Customer Support Services; Banking; Interactive Voice Response; Finance
 
https://wjarr.com/sites/default/files/fulltext_pdf/WJARR-2024-1999.pdf

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Praneeth Reddy Amudala Puchakayala. Generative Artificial intelligence Applications in Banking and Finance sector. World Journal of Advanced Research and Reviews, 2024, 23(1), 3105-3120. Article DOI: https://doi.org/10.30574/wjarr.2024.23.1.1999

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