Harnessing Artificial Intelligence for Customer Satisfaction in Indian Banking: Trends, Challenges, and Future Strategies.

Author(s)	Dr. Jagveer Singh, Ms. Binny Kantiwal
Country	India
Abstract	Artificial Intelligence (AI) has increasingly become a pivotal force transforming industries worldwide, with the banking sector experiencing profound change. In India, a rapidly growing digital economy has fueled the adoption of AI-driven solutions such as chatbots, virtual assistants, predictive analytics, and fraud detection systems. While new technologies are boosting customer engagement, personalizing services, and making operations more efficient, they're not without their problems. Banks have to wrestle with issues like data privacy, questions about trust, outdated infrastructure, and tricky ethical dilemmas. This paper takes a close look at how AI is being used in Indian banking right now, examines its effect on customer satisfaction and loyalty, and points out some of the major roadblocks stopping it from becoming more widespread. It also covers where the industry needs to go next, particularly when it comes to regulation, digital literacy, better tech infrastructure, and developing ethical frameworks for AI. The findings are meant to help banks, policymakers, and technology providers roll out smarter, more responsible AI—ones that build real trust and make customers happy both now and down the line.
Keywords	Artificial Intelligence, Indian Banks, Customer Satisfaction
Published In	Volume 8, Issue 4, July-August 2026
Published On	2026-07-21
DOI	https://doi.org/10.36948/ijfmr.2026.v08i04.84111

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