Adoption of AI in Public Banks: Understanding Its Impact on Customer Experience

Abstract: As AI technologies become more integrated into banking operations, public banks are harnessing these advancements to improve customer service, streamline operations, and create personalized banking experiences. This study, based on a thorough analysis of existing literature and primary data from public bank customers, looks into how AI use has affected customer satisfaction, trust, and overall experience. The findings indicate that, while AI has considerably increased service efficiency and personalization, issues such as trust and privacy persist. Recommendations for optimizing AI deployment in public banks are presented.