AI in the Finance and Banking Industry in Indonesia : Analysis of effects for the Economy and Greater Productivity

Artificial Intelligence (AI) is a collection of multiple technologies that includes computer vision, natural language, and machine learning which collaborate to analyze data sets to make decision making and automate processes. In the banking industry, AI is mostly being used to improve customer service, strengthen security and offer a personalized financial solution.This research aims to test to what extent customers feel comfortable in using AI powered services. Research work presented serves to understand and acknowledge customer’s view in regard to the integration of AI to most banking services through a collection of data gathered by structure questionnaire. The main goal is to improve AI banking services in the future based on the customer’s approach. Methods of research are focused mainly on primary data and constructed into a structured questionnaire. Outcomes coming from it will assist most banks to apply, modify, and upgrade AI tools to attract customers and increase customer satisfaction. The findings based on the research proves that most customers are willing to use AI for their banking services however there are still doubts and concerns for data security. More limitations and discussions will be presented throughout the research.