EMPOWERING BANKING THROUGH AI: ANALYZING CUSTOMER PERSPECTIVES AND ADOPTION DRIVERS IN INDIA

Background: The future of an economy is largely dependent on the functioning of its banking sector. Artificial Intelligence (AI) has turned up as a dynamic force exerting a significant influence over the banking industry functions. This research looks at the role of AI in banking from a customer perspective. Methods: Primary sources of data collection were used and data was gathered from 250 respondents using a well-structured questionnaire. Analysis was conducted deploying various statistical techniques like descriptive statistics and inferential statistics including correlation analysis, regression analysis and ANOVA. The study proposes a framework to measure the intention to adopt AI in Indian banking system and the factors influencing the adoption decisions. Results: The findings show that intention to adopt AI in banking is influenced by awareness, attitude towards AI, subjective norms, perceived risk, perceived usefulness, and knowledge of AI technology. It yields a positive perception and intention towards AI adoption with perceived usefulness and perceived risk having strong correlation with adoption intention. Recommendations are given to accelerate AI in banking by investing in AI integration, customer trust building and tailored marketing strategies. Concludingly, embracing AI can drive banking innovation, deliver better services, build deeper customer relationships and be competitive in the market.