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Artificial intelligence in banking: A case study of the introduction of a virtual assistant into customer service
Jönköping University, Jönköping International Business School.
2017 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The usage of artificial intelligence in banking is an important theme within entrepreneurial research. The purpose of the study was to analyse the motivations, challenges and opportunities for Swedish banking institutes to implement artificial intelligence based solutions into their customer service process. The research is based on a case study of the Swedish banking institute Swedbank AB, who introduced an AI based virtual assistant (Nina) to deal with customer requests. For the qualitative study, interviews with Swedish banking customer and experts were conducted. Further, to understand the managerial motivations of Swedbank, a theory of Moore (2008) regarding innovation management was applied. The findings display that Nina improved the service spectrum of Swedbank with the potential of decreasing costs, while maintaining customer satisfaction. Further, the results displayed a high acceptance of new technologies from the customer perspective. This provides the foundation for Swedbank to introduce further artificial intelligence based services. Banking institutes and other service oriented organisations with high customer interaction can use the implications of the thesis when considering to more effectively handle customer requests.

Place, publisher, year, edition, pages
2017. , p. 110
Keywords [en]
Artificial Intelligence, Banking, Customer service, virtual assistant
National Category
Other Engineering and Technologies not elsewhere specified
Identifiers
URN: urn:nbn:se:hj:diva-41144ISRN: JU-IHH-IKA-2-20180080OAI: oai:DiVA.org:hj-41144DiVA, id: diva2:1238882
Subject / course
JIBS, Informatics
Supervisors
Examiners
Available from: 2018-09-03 Created: 2018-08-14 Last updated: 2018-09-03Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf