IMPACT ON THE CUSTOMER CHALLENGES IN SBI DIGITAL SERVICES: Insights from Users of the SIA Bot, App and Website

The State Bank of India (SBI) has taken major strides in digital banking with platforms like the YONO app, SIA chatbot, and online banking portal. These tools aim to offer customers fast, convenient, and secure services. However, many users still face challenges such as app glitches, slow transactions, limited chatbot performance, and concerns about security and support. This study explores these issues through surveys, interviews, and focus groups with SBI customers. The findings reveal that while digital services are widely used, there is significant room for improvement in usability, reliability, and personalization. The paper offers practical suggestions to help SBI enhance customer satisfaction and ensure its digital platforms truly meet the needs of a diverse user base. Keywords: SBI Digital Services, YONO App, SIA Bot, Internet Banking, Customer Experience, Digital Banking Challenges, AI in Banking, User Satisfaction, Online Banking, India