Integrating Artificial Intelligence with Customer Experience in Banking: An Empirical Study on how Chatbots and Virtual Assistants Enhance Empathy

This empirical study examines the impact of chatbots and virtual assistants on customer experience in the online banking sector, specifically in Albania and Cyprus. The research seeks insights into AI technologies’ impact on service quality and customer satisfaction by evaluating survey data from 209 clients and utilizing correlation and regression analysis. The study focuses on the importance of empathy in AI and its capacity to enhance consumer interactions in online banking. The study’s findings provide significant insights for banks in Albania and Cyprus, offering essential knowledge about the crucial role of empathy in efficiently planning and executing online banking services that fulfill client expectations. Moreover, the study emphasizes the broader significance of its discoveries, reaching beyond the examined areas to encompass worldwide Internet banking habits and the use of AI in many industries.Furthermore, the research emphasizes the significance of including digital inclusivity, ethical utilization of artificial intelligence, and design that prioritizes human needs in the banking industry. This has substantial ramifications for banking practices worldwide. Although the study has a small sample size and focuses on a specific region, it adds to the current body of research by providing insights into how AI-driven interfaces can significantly change customer experience in the banking business. The findings obtained from this research possess the capability to provide valuable information for making strategic decisions and implementing operational procedures in the banking industry, ultimately improving customer experience and happiness in the digital age.