Chatbots in banking: implementation prospects and usage effectiveness

The relevance of studying the role and possibilities of using chatbots in the banking sector is due to the global transition to a digital economy and the need to constantly improve the quality of customer service. The modern banking industry is facing significant challenges due to the growing popularity of mobile devices, the widespread use of smart assistants, and the increasing demands for convenient and fast services. These factors necessitate the modernization of existing customer service approaches and the development of effective digital solutions to meet the growing expectations of users.
The purpose is to analyze the use of chatbots in the banking industry and explore their capabilities and limitations.
Objectives. To achieve this goal, a number of interrelated tasks need to be solved: to analyze the existing scientific and methodological literature on the problems of implementing and using chatbots in the banking sector; to determine the current state of the banking chatbot market and characterize the best practices of using chatbots by leading global banks; to identify the factors that contribute to the successful integration of chatbots into the customer service system and propose models for implementing these technologies; and to develop recommendations for further development and scaling of the use of chatbots in Russian banks.
Methodology. The research methodology includes empirical and analytical methods, as well as comparative and statistical analysis.
Results. Recommendations for the effective use of chatbots in the banking environment have been identified, and a concept for the gradual introduction of chatbots into a financial organization has been created, along with recommendations for improving customer service. A comparative analysis has been conducted between banks that actively use chatbots and those that still rely on traditional methods of customer service.
Conclusions. The study has revealed that the implementation of chatbots can significantly improve the quality of customer service, reduce the costs of banks, and strengthen their position in the market. These technologies are particularly effective in solving repetitive tasks, quickly processing large volumes of requests, and assisting users in performing everyday activities.

1. Polpudnikov S.V. Chat bots in the banking sector: the onset of a new banking era. Finansovaya ekonomika = Financial Economy. 2019;(2):76‒78. (In Russ.)

2. Saltanaeva E.A., Eshelioglu R.I. Chat bots: new information technologies and new economic opportunities. Ekonomika i predprinimatel'stvo = Economics and Entrepreneurship. 2024;(9):1142‒1145. (In Russ.)

3. Prokopyeva E.L., Seligeev S.F. Chatbots in the digital economy: risks, regulation, prospects. Ekonomika i predprinimatel'stvo = Economy and Entrepreneurship. 2023;(7):1073‒1077. (In Russ.)

4. Polozhentseva Yu.S., Nepochatykh O.Yu. Strategic directions of digital transformation of socio-economic systems. In: Strategiya formirovaniya ekosistemy tsifrovoi ekonomiki: sbornik nauchnykh statei 4-i Mezhdunarodnoi nauchno-prakticheskoi konferentsii, g. Kursk, 22 marta 2022 g. = Strategy for the formation of the ecosystem of the digital economy: A collection of scientific articles of the 4th International Scientific and Practical Conference, 22 March 2022, Kursk. Kursk: YugoZapadnyi gosudarstvennyi universitet; 2022. P. 184‒187. (In Russ.)

5. Storozhenko V.A. Chat bots and voice assistants as tools for customizing and optimizing the banking sector. Vestnik nauki = Bulletin of Science. 2023;4(7):265‒269. (In Russ.)

6. Khrushcheva A.A. Chat bots in business communication: types and functions. Mediasreda = Media Environment. 2022;(1):154‒159. (In Russ.)

7. Zolotukhina, Yu.V., Adamenko A.A., Kryzhanovskaya O.A. Choice of business transformation strategy by organizations ‒ participants in information interaction in the digital economy. Estestvenno-gumanitarnye issledovaniya = Natural and Humanitarian Research. 2021;(37):116‒123. (In Russ.)

8. Shul'gina Yu.V., Maltseva I.F. Transformation of the personnel management system: digital technologies in social and labor monitoring. In: Tsifrovaya ekonomika: problemy i perspektivy razvitiya: sbornik nauchnykh statei Mezhregional'noi nauchno-prakticheskoi konferentsii, g. Kursk, 14–15 noyabrya 2019 g. = Digital economy: problems and development prospects: Collection of scientific articles of the Interregional Scientific and Practical Conference, 14‒15 November 2019, Kursk. Vol. 1. Kursk: Yugo-Zapadnyi gosudarstvennyi universitet; 2019. P. 214‒219. (In Russ.)

9. Smyslova L.V. Chatbot as a modern means of internet communications. Molodoi uchenyi = Young Scientist. 2018;(9):36‒39. (In Russ.)

10. Ivanova E.G. Intelligent dialog interfaces in e-commerce systems. Izvestiya YuFU. Tekhnicheskie nauki = Proceedings SFU. Technical Sciences. 2007;(2):42‒52. (In Russ.)

11. Charochkina E. Yu., Kryzhanovskaya O. A. Trends in digitalization of the entrepreneur sector of the Russian economy. Vestnik Samarskogo gosudarstvennogo ekonomicheskogo universiteta = Bulletin of the Samara State University of Economics. 2022;(4):65‒71. (In Russ.)

12. Kornina A.E. Machine learning and neural networks in business. Khronoekonomika = Chronoeconomics. 2018;2:112‒113. (In Russ.)

13. Maltseva I.F., Shulgina Yu.V. The use of artificial intelligence systems in management and production processes. Estestvenno-gumanitarnye issledovaniya = Natural-Humanitarian Research. 2024;(5):220‒228. (In Russ.)

14. Starkova M.I., Kryzhanovskaya O.A. Development and implementation of a management decision on the choice of a business transformation strategy. Izvestiya Yugo-Zapadnogo gosudarstvennogo universiteta. Seriya: Ekonomika. Sotsiologiya. Menedzhment = Proceedings of the Southwest State University Series: Economics, Sociology and Management. 2021;11(2):34‒46. (In Russ.)

15. Demidova S.V., Nepochatykh O. Yu. Financial Resource Management. In: Gorokhov A.A. (ed.). Pokolenie budushchego: Vzglyad molodykh uchenykh ‒ 2012: materialy Mezhdunarodnoi molodezhnoi nauchnoi konferentsii = Generation of the Future: The View of Young Scientists ‒ 2012: Materials of the International Youth Scientific Conference. Vol. 1. Kursk: Universitetskaya kniga; 2012. P. 105‒108. (In Russ.)

16. Bessonova E.A., Battalov R.M. Formation of an innovation ecosystem in the conditions of digitalization. Russian Journal of Management. 2021;9(1):221‒225. (In Russ.)