METHODS AND APPROACHES TO IDENTIFYING DOMAINS FOR CHATBOT IMPLEMENTATION IN BANKS

Litvinov Dmitry Mikhailovich

recent studies indicate that the share of banks that initiated digital transformation programs reached 90% and total IT investments in 2023 only in retail banking are about to hit $250 bln threshold. Intelligent chatbot is one of the most popular digital technologies included into digital transformation programs. Although the technology is mature, and companies have invested heavily in its development over the last decade, new academic papers point out that utilization of complex anthropomorphic bots lead to negative customer experience. Thus, implementation of expensive and cutting-edge technologies is not a silver bullet guaranteeing maximum value for an organization. This paper addresses the results of chatbot development for various business processes in banking organizations and identifying key criteria influencing the choice of chatbot technology for specific domains of process automation.

Keywords:architecture, bank, digital technologies