Leveraging Artificial Intelligence to Improve Digital Banking Services: The Case of MasterCard

Digital banking has gained global prominence in recent years, yet insufficient research remains on the interaction between artificial intelligence (AI) and the banking system.This study aims to fill this gap by exploring how AI's capabilities and complex systems can fulfil the digital technology requirements of the banking sector and support its development.It examines a case study of Mastercard, a global leader in digital payments, which has strategically utilised AI.The findings demonstrate that Mastercard's AI implementation has played a crucial role in its digital transformation, enhancing services such as consumer protection, digital consultancy, early detection systems and biometric authentication.Moreover, advancing digital banking services with AI requires learning from the experiences and expertise of leading nations in this field.