Impact of Personalization on Improving a Chatbot’s Performance. Case Study for a Banking Virtual Assistant

Virtual assistants have found their usefulness in a variety of fields and industries, their popularity increasing considerably in recent years. At the same time, the interest of businesses, and also of clients, in their use on a global level, has also developed. The financial-banking industry is a promoter of the adoption of virtual assistants, an important number of institutions in this field is calling for the use of chatbots in assisting clients with the aim of fulfilling their various needs. Digital banking has thus become a new normality, in line with the rapid technological progress. This paper analyzes the concept of personalizing a virtual assistant with basic functions in the banking field, in order to evaluate its performance. The evolution of the performance of the virtual assistant is thus studied under the influence of some changes through which it adapts to the user’s need and to the context in which he makes a certain request. The results indicate an improvement in the performance of the chatbot with its customization.