Analyzing Customer Perspectives and Obstacles in Embracing Artificial Intelligence (AI) Technologies in the Banking Sector

The key objective of this research is to perform a thorough examination of the customer perspectives and the obstacles that they face while adopting artificial intelligence (AI) technologies in the banking sector, having a special emphasis on the state of Tamil Nadu. This study aims to shed light on the key factors influencing customer perceptions of AI in banking, as well as the challenges and opportunities faced in its implementation, thus providing valuable insights for both financial institutions and policymakers in the region. This research is based on the exploratory nature of AI implementation. The raw data of this research is gathered through survey form constitution with three sections of formulated questions. The sample size of 109 collected from customers of private and public sector banks in Tamil Nadu. The technique utilized is simple random and convenient sampling. By using IBM SPSS version 23 statistical analysis were applied and data were processed. From the data collected the analysis was done. The results of data analysis shows that the three factors are (i) Decision-Making Factor; (ii) Technical Factor; and (iii) Personal Factor. The major hindrance to shift toward the AI was there is no protection for customers’ personal information, and there is more chance for their bank details, amount, and so on to be attacked through AI.